ECUMENICAL STOREHOUSE

Operating Procedures

November 30, 2007

I. INTRODUCTION

A. The ECUMENICAL STOREHOUSE, INC. (Storehouse) is a nonprofit corporation, licensed in the State of Tennessee. The Storehouse was organized and is operated to provide a coordinated effort to collect, store, and distribute household items to the needy living in Anderson, Campbell, Morgan, Roane, or Scott County.

B. This document supplements the corporation bylaws by providing the member organizations with Storehouse operating instructions for the month each is responsible for its operation.

C. These operating procedures are to be used as a guide, but do not hesitate to use your own judgment in some situations. If problems arise, call your Coordinator or the Board President

II. PARTICIPANTS

A. The Coordinator of each member organization is appointed by the member organization. The coordinator ensures that the member organization meets its obligations to the corporation. The coordinator may also function as the member organization's voting representative on the Board of Directors.

B. Donors from the community at large are the source of the usable household items handled by the Storehouse.

C. Clients are the recipients of these household items.

D. The Volunteer Workers staff the Storehouse and make the collection and distribution process work.

III. RESPONSIBILITIES

A. The Coordinators

The Primary Coordinator for each member organization coordinates its activities during the calendar month the member organization is scheduled to operate the Storehouse. The coordination includes the following responsibilities :

1. Provide 2-3 volunteers to staff the Storehouse from 9:00 a.m. to noon Monday, Wednesday, and Friday. The Storehouse may be closed on holidays at the discretion of the Primary Coordinator.

2. Arrange to have a sufficient number of volunteers and vehicles to pick up items from donor residences as scheduled. Generally pickups are scheduled for Saturdays, although there may be occasions when limited mid-week pickups are necessary, depending on the workload and availability of people and vehicles.

3. Ensure the donor records are maintained in good order, including the yellow master pickup list, donor cards, and requested tax forms. This is especially important at the end of the member organization's scheduled month.

4. Communicate and coordinate the pickup schedule, ongoing client service status, answering machine monitoring, and record keeping, during the last week of responsibility, with the coordinator of the member organization next scheduled to operate the Storehouse.

5. Maintain a list of volunteers who can be available to help on short notice.

6. Ensure the Storehouse is unlocked/locked before/after each day of operation, including Saturdays. This may be accomplished by providing the Storehouse key, or copy, to the On-Site Coordinator each day. The Primary Coordinator is responsible for keeping track of all keys.

7. Provide adequate training and guide the activities of the volunteers.

8. Contact one of the Board officers if procedural questions arise or in the event of an unusual situation or occurrence.

9. Guide the activities of the weekday and Saturday volunteers.

10. Purchase needed operational supplies during the month of responsibility. Board members and Primary Coordinators are authorized to do this. The Primary Coordinator shall use the member organization's advance funds, provided by the Treasurer at the start of the month, to purchase limited amounts of basic client needs, such as blankets, wash cloths, towels, cookware, dishes, silverware, and sheets, as needed, due to depleted Storehouse supplies and client need.

11. Ensure the bathroom and office, including the refreshment area, are in order at the end of each day. At the end of the month, a more thorough cleaning of these areas is necessary, including vacuuming the office rug. As needed, trash should be taken to the dump, and paper towels and toilet paper should be replenished in the restroom. The storage areas should be periodically organized and straightened, and unuseable items should be taken to the dump.

12. Perform monthly the inspection steps listed on the inspection card on each fire extinguisher and sign and date the card.

On-Site Coordinator

1. The On-Site Coordinator normally operates the front office desk to expedite the various responsibilities assigned to him/her. However, the On-Site Coordinator may designate someone else to work the desk, but retains the assigned responsibilities.

2. The On-Site Coordinator of the member organization operating the Storehouse has the authority to make all decisions concerning its operations, subject only to review by the Board. This authority extends to all volunteers, whether or not they are members of the Primary Coordinator's organization.

3. The On-Site Coordinator's authority extends to decisions including, but not limited to, what tasks each volunteer will perform, who is served or not served, what a client may or may not receive, and whether or not a donation is accepted or rejected.

4. The On-Site Coordinator shall ensure that every volunteer understands his/her assignment and how the Storehouse performs its ministry.

B. Operation of the Storehouse

1. Donated Goods

a. Accept only donations of usable, clean household items and working appliances. The items that are most useful are: stoves, washers, dryers, refrigerators, small appliances, mattresses and bed frames, pillows, dining tables and chairs, sofas and chairs, dressers, miscellaneous tables, area rugs, sheets and pillow cases, curtains and draperies, towels and wash cloths, pots and pans, and silverware and cooking utensils. Remember, there is nothing more useless than appliances that don't work and furniture so battered that no one will take it. Acceptance of all such donations is at the discretion of the On-Site Coordinator representing the organization operating the Storehouse, taking into account quantity, condition, appropriateness, distance to pick it up, and other donations to be picked up.

b. Encourage the donor to bring the items to the Storehouse during business hours. If that is not possible, arrange for a pickup by Storehouse volunteers that is acceptable to the Donor and compatible with the availability of volunteer personnel pickup schedules. Fill out one 4x6 White Donor Card (Attachment 1) for each donor. Include a list of items and directions to their location, if needed. If the item is to be delivered by the Donor, keep the card on the desk until the item is brought in. For items that are to be picked up, place the card in the "pickup" tray or file on the desk for use by the pickup driver at the scheduled pickup time. When the items have been received, place the white donor card in the Donor File if, and only if, the donor has requested a receipt.

c. If requested, provide the donor with a signed tax form (Attachment 2) showing a list of the item(s). The Donor is responsible for making an estimate of the value of the donation. If the goods are to be picked up, provide the pickup crew with the form. If it is to be mailed, do it as soon as possible. Be sure to file the White Donor Card.

d. As space and time allow, store the donations in the appropriate area.

2. Clients and Prospective Clients

a. Call the clients to the desk in the order of their arrival, as determined by the numbered service cards on the desk. Be sure each client family gets a service number card when they first enter.

b. Print the client's name, county of residence, and number of family members on the "Client Service Record Sheet" for that day (Attachment 3). Guidance for using the Client Service Record Sheet is found in Attachment 4. If they have brought a new yellow Referral Card (Attachment 5), also enter the name of the referring organization.

c. Accept Client referrals from any Church staff member or from other valid support agencies. Valid agencies include: YWCA Shelter, Red Cross, Ridgeview, Aid to Distressed Families of Appalachian Counties (ADFAC), Department of Human Services, HOPE, and Anderson County Community Action Committee (ACCAC). The client must bring a referral signed by an agency official who has knowledge of the client's needs. The preferred form is the yellow Referral Card (Attachment 5) [Note: Antique dealers and other non-client persons are not to be permitted to search the holdings of the Storehouse.]

d. For new clients (that is those who do not have a client card already stored in the active client file) complete the file information on the front of the new yellow Referral Card (Attachment 5, Front). Read the agreement section to the client and have him/her sign it. If the new client brings a written referral, instead of the Yellow Referral Card, transfer the data from the referral to a yellow Referral Card and file the referral in the referral letter file drawer.

e. For clients with a new referral and an old client card (either the old small Yellow Client Card or a new yellow Referral Card), verify the information on the old card and use the new yellow Referral Card they brought or start a new one if they only brought a written referral. Staple the old small card to the bottom right corner of the back (needs) side of the new card. File the new referral with the previous one(s) in the referral letter file drawer.

f. For clients with a new yellow Referral Card in the active file and no new referral, verify that the information is still accurate and review that additional items are to be received by the client. For clients with an old small yellow Client Card and no new card, transfer the clent data to a new yellow Referral Card and staple the old small card to the bottom right corner of the back (needs) side of the new card. A referral is no longer valid two years after its creation.

g. For clients who show up without a referral and have no client card in the active file, begin by explaining that the Storehouse works through referrals from churches and other approved agencies. Encourage them to get a referral, making it as clear as possible how they go about doing it. Tell them that the Storehouse will be glad to work with them once they get the referral. Give them a blank yellow Referral Card (Attachment 5), located in the file drawer behind the active cards.

h. Do not provide goods to anyone without an active referral card. Old client cards will be periodically removed by an officer of the Board and stored in the inactive card boxes. [Note: As of this writing, those with referrals before 2005 should have been removed.]

i. Give the yellow Referral Card to a volunteer and direct the client to go with the volunteer to look for the needed items. Do not permit an unescorted client to enter the storage areas. As items listed on the client card are located and accepted, the volunteer marks the date received on the client card.

j. Clients who are seen removing someone else's "later pick up" tape from any item forfeits all Storehouse privileges for one year and must bring a new referral.

k. If a client is not able to take an item at that time, tag the item for holding by placing on it a piece of masking tape with the name of the client and the date by which it is to be picked up. Do not date the yellow Referral Card until the client returns and actually takes the item from the Storehouse. No more than one week should be allowed for the pickup to be scheduled. A phoned in request can extend the deadline a few days. Tagged items with expired pickup dates may be given to other clients.

l. Once a client has completed the search for needed items, the client is escorted from the storage areas with the selected items and is not permitted to return unescorted. The yellow Referral Card is returned to the desk to be stored in the active card file, whether or not all items were available and/or taken by the client.

m. True Emergencies (e.g., a burned-out family or a battered spouse) should be given priority to supply their needs. Use your judgment about what other situations may constitute Emergencies.

n. Accept any financial contribution and forward it to the Storehouse Treasurer. The President or Treasurer will acknowledge the gift to the contributor in writing.

3. Answering Machine

a. Play back recorded messages at the start of each day working day.

b. Make notes and return all calls. Schedule pickups and develop the Saturday pickup list.

c. At the end of the day, place the machine in the answering mode.

4. Closing for the Day

a. Lock the bathroom door and hang the key on the bulletin board in the office.

b. Secure all doors. Check the bay doors from the outside.

c. Get the front door key to the next person that will need it to open up.

5. Summary Operation

a. A sheet of instructions (Attachment 4) to assist the front desk operator use the "Client Service Record Sheet" is kept on the desk. A one-page summary (Attachment 6) of the On-Site Coordinator's guidelines may be found on the desk. A one-page summary (Attachment 7) of instructions for volunteers is also available; it would be helpful if every volunteer received a copy prior to his/her arrival.

6. Volunteers' Use of Donated Goods

Most donated goods stored at the Ecumenical Storehouse are for clients with referrals only and are not available to volunteers - even for a donation. Exceptions must be approved by the On-Site Coordinator.
Valuable goods, such as antiques, are occasionally received. These may be sold to an antique dealer and the sale proceeds given to the Storehouse Treasurer.
"Junk" items, such as, vases, knick-knacks, and miscellaneous lids, which are normally given to any client without question, may be taken by a volunteer, if, and only if, the item has no expected use for a client. Donations may be given to the Storehouse Treasurer.

ATTACHMENT 1

"WHITE DONOR CARD"

ATTACHMENT 2

DONOR RECEIPT

ATTACHMENT 3

"CLIENT SERVICE RECORD SHEET"

CLIENT SERVICE RECORD SHEET

SERVICE DATE _______________ (mmm-dd-yyyy)

SERVICE NUMBER	NAME (LAST, First)	COUNTY	NUMBER IN FAMILY	REFERRING AGENCY (enter if, and only if, the client brings a new referral)
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25

PLEASE PRINT PLAINLY

TO BE COMPLETED BY DESK PERSON - USE A NEW SHEET EACH DAY

ATTACHMENT 4

DESK OPERATOR INSTRUCTIONS

TO EACH VOLUNTEER

AT THE DESK

This "CLIENT SERVICE RECORD SHEET" is VERY IMPORTANT, the data from it helps us track our efforts and request grants

PLEASE:

ENTER THE DATE AT THE TOP; USE A NEW SHEET EACH DAY
ENTER ALL OF THE DATA YOURSELF (this ensures it is complete, accurate, and legible)
PRINT ALL INFORMATION
ENTER THE REFERRING AGENCY ONLY IF A NEW REFERRAL IS PRESENTED

NOTICE THAT THIS IS A NEW FORM, EFFECTIVE LAST JANUARY

The columns have the following information (left to right):

A sequential number for that day, i.e., 1, 2, 3, 4,..., to match client's service number card

The client's name in the format: Last name, First name

The county in which the client lives - abbreviations are fine

The number of people we are serving in the client's family

The referring agency for NEW referrals only; leave blank if it's a client without a new one

Place a check mark in the appropriate column if the client receives a heater or fan; no date is needed

AS YOU BEGIN THE DAY,

PLACE THIS INSTRUCTION PAGE ON THE CLIPBOARD BENEATH THE PILE OF FORMS.

WHEN YOU LEAVE FOR THE DAY,

PLACE TODAY'S LOGIN PAGE AT THE BOTTOM OF THE PILE AND THIS INSTRUCTION PAGE BACK ON TOP

THANK YOU

ATTACHMENT 5

"YELLOW REFERRAL CARD"

Front

ATTACHMENT 5

"YELLOW REFERRAL CARD"

Back

ATTACHMENT 6

INSTRUCTIONS FOR ON-SITE COORDINATOR

Answering Machine

�On arrival in office, listen to messages on answering machine and write them down on note pad. Call donor if additional information is needed. Make up white "Donor Card"s, as needed, for use by pickup crew on Saturdays.

Telephone Calls

�Answer phone "Ecumenical Storehouse" and handle calls as appropriate. List all calls on note pad.
�If someone calls with articles to be picked up, take request and make up white "Donor Card," for use by pickup crew on Saturdays.
�If someone calls to see if we have some article in that they have requested, you may pursue their request by saying "Just a minute." Pull their yellow card from the active client file and check on their request. Then, check to see if we have the article. If we do have it, it is the On-Site Coordinator's decision as to whether the item is marked and held or the client is told we don't hold items from phone calls, since we operate on a first-come, first-served basis.

Drop-In Clients.

�When people come in, be sure each family takes a "Service Number Ticket." Call the clients in service number order. First, enter all of the data called for on the "Client Service Record Sheet." If they have a new referral, be sure to enter the referring agency. Then ask them "Have you been here before?"
�If they have been here before, look up their yellow client card in the active client files. If they do not have a new yellow card, start one and staple the old small card to it. If they do not have a card in either file, their old one has expired, and they must bring in a new referral before they can select or receive any items. Blank referrals are available in a folder on the desk.
�If they have not been here before, they must bring a "referral form." A sample list of referral agencies is posted on wall by entry door. For new clients (that is those who do not have a client card already stored in an active client file) complete the file information on the back of the new yellow Referral Card. Read the agreement section to the client and have him/her sign it. If the new client brings a written referral, instead of the yellow Referral Card, transfer the data from the referral to a yellow Referral Card and file the referral in the referral letter file drawer.
�Give the yellow Referral Card to a Storehouse volunteer. Volunteer must accompany client at all times. Volunteer marks and dates the yellow Referral Card for all items taken. Held items are tagged, but not marked on the Yellow Referral Card until actually taken. [Note: Tableware is kept in top two drawers of the right-hand filing cabinet in office. New towels and pots/pans are sometimes under telephone desk or in the metal cabinet in the far bay.]
�After they have what they needed and leave, the volunteer to whom they were assigned will return the yellow Referral Card to you. File it in active client file.

Receipts for Tax Purposes.

�If a receipt is required, give donor a signed white donor sheet and file the donor card - this is very important if the IRS calls us for verification of the donation.

Restroom.

�The restroom is outside to right, as you leave the office. Key is kept on bulletin board behind you. Note that the car repair business next door also has access to the restroom. Use your discretion as to whether or not a client may use it.

ATTACHMENT 7

INSTRUCTIONS FOR VOLUNTEER WORKERS

(1) ONLY ONE CLIENT PER VOLUNTEER IS ALLOWED PAST THE OFFICE. THE ONLY EXCEPTIONS ARE IF A CLIENT'S HANDICAP REQUIRES ASSISTANCE OR IF A CLIENT'S CASE WORKER IS ACCOMPANYING HIM/HER. CHILDREN MUST REMAIN IN THE OFFICE. BE SURE THAT OTHER FAMILY MEMBERS OR FRIENDS DO NOT LEAVE THE OFFICE TO JOIN THE CLIENT THROUGH A WAREHOUSE DOOR.

(2) THE VOLUNTEER MUST REMAIN WITH THE CLIENT AT ALL TIMES; DO NOT LET THE CLIENT ROAM ABOUT THE WAREHOUSE. WHILE A CLIENT IS ASSIGNED TO YOU, DO NOT BE DISTRACTED BY CALLS UPON YOU TO PERFORM OTHER FUNCTIONS.

(3) GIVE ONLY THOSE ITEMS MARKED ON THE YELLOW REFERRAL CARD TO THE CLIENT. IF THE CLIENT WANTS ANY ITEM NOT MARKED ON THE CARD, THE ON-SITE COORDINATOR MUST APPROVE THE REQUEST AND MARK THE CARD ACCORDINGLY. (NOTE: WHENEVER YOU CONSULT THE ON-SITE COORDINATOR, BE SURE TO HAVE THE CLIENT ACCOMPANY YOU.)

(4) ITEMS ON THE "FREE" GIVEAWAY SHELF ARE AVAILABLE TO ALL CLIENTS WITHOUT BEING MARKED ON THE CARD. LIMIT THESE ITEMS TO FIVE (5) PER VISIT.

(5) NOTE THE MAXIMUM NUMBER PERMITTED OF EACH ITEM ON THE CARD (ANY EXCEPTIONS MUST BE APPROVED BY THE ON-SITE COORDINATOR):

A. ONE POT AND ONE FRYING PAN ARE TO BE GIVEN TO A FAMILY. AN ADDITIONAL POT MAY BE GIVEN FOR EVERY 3 ADDITIONAL FAMILY MEMBERS.

B. ONE SET OF DISHES, ONE SET OF SILVERWARE, AND ONE GLASS ARE TO BE GIVEN PER FAMILY MEMBER.. (NOTE: SILVERWARE IS KEPT IN THE OFFICE.)

C. ONE SET OF BATH LINENS IS TO BE GIVEN PER FAMILY MEMBER

D. ONE SET OF SHEETS AND ONE BLANKET ARE TO BE GIVEN PER BED THE FAMILY HAS IN ITS POSSESSION. THIS MEANS THAT IF A BED IS MARKED FOR LATER PICK UP, NO LINEN IS GIVEN FOR THAT BED UNTIL THE BED IS ACTUALLY PICKED UP.

E. ONE COUCH OR LOVE SEAT PLUS ONE SIDE CHAIR ARE TO BE GIVEN PER FAMILY.

F. ONE DRESSER, ONE END/COFFEE TABLE, ONE BOOKCASE, AND ONE DINING TABLE IS TO BE GIVEN PER FAMILY.

(6) IF A CLIENT IS UNABLE TO REMOVE AN ITEM DURING THE CURRENT VISIT, YOU MAY MARK IT FOR PICK UP ON OR BEFORE THE SAME DAY NEXT WEEK. TO MARK AN ITEM FOR LATER PICK UP - PLACE SEVERAL FEET OF MASKING TAPE IN A PROMINENT LOCATION ON THE ITEM AND WITH A "MAGIC MARKER" IN LARGE BLOCK LETTERS WRITE ON IT THE CLIENT'S NAME, THE DATE BY WHICH THE ITEM MUST BE PICKED UP, AND YOUR INITIALS. PLACE A CHECKMARK AT THE RIGHT-HAND EDGE OF THE DATE COLUMN OF THE ITEM TO INDICATE THEY HAVE MARKED AN ITEM..

(7) WHEN A CLIENT RECEIVES AN ITEM WHICH IS PHYSICALLY REMOVED FROM THE WAREHOUSE DURING THE CURRENT VISIT, MARK THE QUANTITY AND DATE REMOVED ON THE CARD.

(8) BE ABSOLUTELY SURE THE CLIENT IS FINISHED AND HAS LEFT THE BUILDING BEFORE RETURNING THE CARD TO THE DESK. IT'S A GOOD IDEA TO WATCH THEM DRIVE OFF, AS SOME WILL SNEAK BACK IN AS SOON AS YOU WALK OFF.