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VOLUNTEER
HANDBOOK
SPECIFIC
POLICIES
Guests of Volunteers:
Guests of Volunteers and family members are required to purchase
admission and enter
through the Front Gate. If guest accompanies volunteer in
his/her assigned area individual must become a volunteer.
Name Tag: Volunteers
receive a clip on Photo ID Badge and a plastic pin on Name Tag. It
is necessary to wear the LZG issued Name Tag while on duty.
Reassignment: Occasionally
a Volunteer may wish to be reassigned to a new position to gain a
different experience within our facilities. The Volunteer should
discuss this request with his/her supervisor and the Coordinator of
Volunteers. Efforts will be made to accommodate individual
preferences, but this may not always be possible. In most
circumstances, Volunteers should work in their assigned area for a
minimum of six months.
The need for Volunteers varies within
each department. Efforts will be made to give all Volunteers their
first choice and/or interesting assignments. Due to fluctuating area
needs, this may result in discontinuing an assignment within a
department. In this event, the Volunteer will confer with the
Volunteer Office regarding a transfer to another department if a
position is available.
Dismissal: Volunteers are
considered part of the LZG Staff and are expected to follow the
established LZG policies and procedures as outlined in this
handbook. Any major infraction or disregard for these policies and
procedures will result in dismissal from the Volunteer Program.
Volunteers may also be dismissed for
any of the following reasons: inconsistent attendance, not meeting
Active Status requirements, poor treatment of guests, violation of the Substance
Abuse Policy, endangerment of Volunteers (self included), Staff,
guests, plants, or animals.
Telephone: The telephone in your assigned area can be used for internal or local
calls only. The phone is intended for emergencies and should not be
abused by having long conversations. Pay phones are located at the
Zoo entry plaza, beside the Gift Shop.
Personal Property:
Personal property is the responsibility of the Volunteer. Try to
leave valuables at home or in your locked car.
Parking: Volunteers park
in the main parking lot.
Smoking Policy: The Louisville
Zoo has adopted a no smoking
policy except in designated areas. Smoking will not be permitted in any LZG buildings or in
public contact.
Assumption of Risk: The
Volunteer hereby assumes responsibility for lost property, physical
injuries, and medical bills (except for activity that amounts to
intentional and malicious actions of the employees of the Louisville
Zoological Garden). LZG facilities contains animals, plants, and
various rides. Volunteers may have the opportunity for close contact
with various plants, animals, and environmental conditions, all of
which can be unpredictable by nature. Volunteers may be volunteering
“behind the scenes” under LZG staff supervision in specified areas
during the course of assigned duties. Volunteers can inquire at any
time about the nature of the work area(s), environmental conditions,
safety and security procedures. In a Medical Emergency, the
standards of the first aid procedures of the LZG will be followed
which may include, but are not limited to first aid by an EMT-on-duty,
contacting emergency medical personnel, emergency contact, and/or
family physician.
Gift of Right of Publicity: Volunteer
irrevocably give, grant, and convey to the LZG, its successors,
agents, and assigns, without compensation to the Volunteer from any
party including the LZG, the absolute right and unrestricted
permission to copyright and/or use and/or publish (1) names, (2)
images or likeness on videotape, and (3) photographic pictures in
which the Volunteer may be included, in whole or in part, on
reproductions in color or in black and white, made through any
media, in connection with photos or videotape taken at LZG
facilities for any purpose whatsoever, including but not limited to
the promotion of LZG facilities and programs. The Volunteer waives
any right that to inspect or approve the finished product. The
videotape, photographs, and negatives will be the sole property of
LZG. This gift is binding on the Volunteers heirs, successors, and
assigns.
Substance Abuse Policy: The
Louisville Zoological Garden recognizes that the use and abuse of
drugs and alcohol can seriously impair an individual’s ability to
perform safely and efficiently. Drug and alcohol use and abuse not
only jeopardize the public’s and co-workers’ safety, they undermine
the public’s confidence in the LZG.
Because a drug or alcohol impaired
Volunteer can pose a significant threat to the safety of the public
and co-workers, as well as the Volunteer’s own safety, the LZG has
established this policy as part of its ongoing efforts to maintain a
drug and alcohol free workplace.
All LZG Staff are expected to report
to work free of alcohol and illegal drugs and not to sell,
distribute, dispense, possess, or use an illegal drug or alcohol or
conspire to do so on LZG premises or during work time. Likewise, LZG
Staff is expected not to misuse or abuse any prescription or
nonprescription medications. The LZG looks to all Volunteers and
Staff to ensure quality service to the public and to better the
overall safety, health, productivity, and welfare of all. Volunteers
and Staff are expected to cooperate in LZG efforts to enforce this
policy and in any investigation of its violation. If a Volunteer
suspects a violation of the Substance Abuse Policy, they should
report it immediately to the Volunteer Office or Security.
Violations of this policy will result
in immediate dismissal of the Volunteer Program.
Volunteer Uniform Policy: The
uniform policy has been established to assist guests with quick
identification of LZG Staff and Volunteers, so as to provide assistance when
needed. The uniform also assists other LZG Staff and security
personnel in identifying individuals behind the scenes. For these
reasons, it is important to always wear the uniform while performing
duties in either the Zoo or the Gardens (unless otherwise
specified). The basic Volunteer uniform is as follows:
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LZG issued Volunteer shirt (to be
purchased prior to Orientation) is to be worn tucked in.
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Khaki pants/trousers/shorts/skirts
are permitted (no jeans).
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LGZ issued Name Tag or Photo ID
Badge
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Hats (if worn) should not promote
any logo other than LZG facilities or it should not have any
logo at all.
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Shoes should be closed toed
(tennis shoes, work boots, etc.). No sandals.
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In cooler weather, solid color,
long sleeved shirts are permitted to be worn under the uniform
shirt including sweat shirts, long sleeved t-shirts, or turtle
necks.
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Jewelry should be kept to a
minimum as it may get snagged or lost while working.
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Pierced ears are acceptable. If
earrings are worn, they must be small enough and of a type not
to be distracting or to create a safety hazard. No more than two
earrings per ear are allowed.
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Visible face or body piercing is
not allowed.
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Tattoos may not be visible to the
public.
Volunteer Procedures:
Signing In and Out/Volunteer
Information Center: All Volunteers should sign in at the
beginning of their shift, and sign out at the end of their shift
using the Volunteer time book.
Important reasons for signing in
and maintaining Volunteer time records:
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The hours worked are tabulated
annually, and a figure reflecting the estimated monetary value
of those hours appears in the annual report.
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Records of hours in particular
areas assist in evaluating specific Volunteer Programs and may
be used in grant proposals to fund those programs.
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They are used to provide data for
annual Volunteer service awards and eligibility for specific
benefits.
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They provide verification of
unpaid work experience that may be helpful when seeking
employment and a reference is needed.
Media Inquiries:
Volunteers, like Staff, are not authorized to make statements to the
media, officially or unofficially, at any time. This is solely the
function of the Public Relations Department. Direct any members of
the media to the Administration Building.
SAFETY AWARENESS
Louisville Zoo Responsibilities:
LZG staff is committed to preventing problems before
they happen by identifying potential risks and developing a
management plan to deal with them safely. With daily checks of
equipment, enclosures, animals, etc., the staff works to provide a
safe work environment. Staff will provide all information,
direction, and training necessary to accomplish the tasks in which Volunteers are asked to participate.
Volunteer Responsibilities: Volunteers
are asked to cooperate with Staff and procedures as they have the
training and background in LZG facilities. Volunteers are asked to
take an active role in Volunteering safe and working smart. Report a
potential problem when it surfaces rather than waiting until it
becomes a full-blown problem. If a concern develops with a staff
member, Volunteers should discuss the matter with the Coordinator of
Volunteers.
Volunteers should maintain good
physical condition and fitness. If a physical limitation develops,
report it to the Staff Supervisor immediately. If the limitation is
the result of an injury sustained while working for the LZG, report
the incident to Volunteer Services. If medical assistance is
required, report to the First Aid in the Guest Services
Building on the Front Plaza or find a staff member to assist. If the limitation has
developed outside LZG facilities (at home, work, etc.), report it to
the Staff Supervisor so a job is not assigned that will aggravate
the condition.
Working Around Animals: General Guidelines:
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Never enter an animal holding area
or exhibit without permission and the presence of a keeper from
that area. Stay well away from animals unless given permission
by a keeper. If the Volunteer is unsure if it is safe to enter
an animal holding area, ask someone first. Assumptions can be
dangerous.
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Please do not take short cuts over
or through landscaped areas to save steps or time. Stay on
public walks and do not cross the fences or public barriers.
Doing so could damage the horticulture in that area as well as
put the Volunteer at risk. We want to protect our plant
collection as well as the animals. Some exhibit barriers may not
be clear due to our naturalistic exhibit concepts. If the public
sees someone crossing barriers they may choose to do so as well.
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The Zoo does not allow feeding of the
animals by visitors or unauthorized staff. Volunteers can
discourage guests from doing so by explaining that each animal
is on a prescribed diet designed to keep them healthy. Refer the
guest to the Boma Petting Zoo or Lorikeet Exhibit (when in
season) for an animal encounter.
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Be sure you do not run in animal
areas, whether indoors or outdoors. Behind the scenes this can
be especially dangerous as their may be water on the
floor/ground. Animals may not be accustomed to a high level of
activity behind the scenes.
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In case of any animal emergency,
injury, or concern, call an appropriate keeper or contact
the Front Desk to radio an area keeper. Do not attempt to do anything
yourself as keepers are trained to handle any situation that
arises.
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If you see a guest harming or
acting improperly with animals, throwing things into exhibits,
etc., notify appropriate staff. Volunteers are welcome to
approach the guest, if comfortable doing so, and explain the
danger of the guest’s action.
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Please do not distract keepers
while they are directly working with animals. Keepers are always
willing to answer questions, however, refrain from asking when
the keeper or animal could be at risk.
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Stand in line for your turn for
rides.
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If animals are being walked on or along the
road, stop and wait for directions signaled by the keeper in
attendance.
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If you have permission to drive a
vehicle on any IZS service roads, drive slowly so as not to scare
the animals. The speed limit is 15mph. If animals.
Hazardous Materials Overview
The LZG wants every Volunteer to know
about any hazardous materials that might be encountered in his/her
job:
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Each Volunteer needs to be aware
of hazardous material used in his/her work area, and about the
protective equipment to use (such as face shields, masks, splash
goggles, gloves, rubber boots, aprons, etc). Also in case of an
accident, we want each Volunteer to know what to do to protect
him/herself from hazardous materials and how to summon help.
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Most Volunteers do not work with
hazardous materials. Nevertheless, every Volunteer needs to know
what hazardous materials are used at the Zoo. This knowledge can
also apply to use of these or similar products away from the
job.
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Part of our hazardous material
program includes Material Safety Data Sheets (MSDS). These are
technical sheets providing complete information about each
hazardous material. Be familiar with the MSDSs for materials
used in your job and work area. Ask your supervisor
where in your work area they are kept.
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The LZG does not permit Volunteers
to bring chemicals from home.
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If you work with chemicals, learn
emergency procedures, emergency telephone numbers, and how to
read labels. If you transfer to another work area with different
chemicals, learn these new procedures for those new chemicals
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Your supervisor is directly
responsible to help you learn about safety in your work area.
This specifically includes working with hazardous Know if you
work with hazardous materials.
Working with Chlorine: Chlorine (usually as chlorine
bleach or a diluted solution) is a commonly used chemical in the
Zoo. It is a hazardous material and users must be cautious to
prevent splashing or problems with fumes. Chlorine is generally
considered as the most over-used and abused cleaning chemical in the
USA. Here are a few brief reminders about working with
chlorine solutions:
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When making a chlorine solution to
use as a disinfectant, gently add the chlorine to the water,
then gently mix the solutions. It is the adding of the water to
the chlorine that leads to splashing the chlorine solution.
Generally, a 1:10 chlorine to water solution (or 10%) is the
recommended mix.
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Use chorine solutions only in
well-ventilated areas and avoid inhaling chlorine fumes.
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Personal Protective Equipment (PPE):
In cases of potentially prolonged use and contact with skin, use
rubber gloves to help protect the hands from damage by chlorine
solutions. Rinse the gloves with clean water after use and hang
them to dry. If rinsing or scrubbing with chlorine or chlorine
solutions on walls or ceilings, wear a rubber raincoat. Rinse
the coat with clean water after use, and hang to dry. Also wear
splash-resistant glasses or goggles when rinsing or scrubbing
with chlorine solutions.
Overview to Emergency and Security
Procedures
General Procedures
First Aid
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Some LZG Staff are trained
in basic First Aid and CPR. Call or radio Guest Services for on ground
emergencies (-604). They will contact EMTs. We call 9-1-1 for
emergency and more serious treatment needs.
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Each treatment is documented by an
Accident Report and/or an Incident Report. Volunteer injuries
are to be reported to Volunteer Services for handling under
Worker’s Compensation insurance guidelines.
Lost and Found
Lost Child Protocol
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At facilities as large as those of the LZG, getting separated from
one’s group sometimes happens. For both the child and the
parent/guardian, this can be a frightening experience. If a
Volunteer locates a lost child, here are a few steps to
appropriately deal with the situation:
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In a calm and friendly manner, identify yourself and tell the
child that you work here (point to your uniform shirt logo).
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Ask if they are OK. If they say, “No,” ask if they are lost. Take
child to a staff person immediately.
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If close to Admissions, take the child to the Receptionist in the
Administration Building.
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Do’s and Don’ts when handling a lost child situation:
DO’s
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Stay calm positive and upbeat This will keep the child calm
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Hold the child’s hand, but only if the child accepts
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Ask about the child’s likes/dislikes and talk about them,
(favorite animal, etc.) this will keep the child’s mind off the
situation
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Always remain in sight of the public
DON’Ts
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Touch the child anywhere other than the hands and shoulders
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Pick up or carry the child
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Give out any food/candy/drink
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Leave the child unattended for any reason
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Relinquish custody of the child without confirmation by both
guardian & child
How to give a description of a missing person:
A Volunteer may also encounter the parent/guardian of a lost child.
In a missing person situation it is important to always remain
professional, calm, and reassuring. If contacting Front Desk or
Guest Services by radio
or phone, you will be asked to give a physical description of the
child. Be aware of the following:
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Name
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Origin (Do not assume that the child is the same race
of the Parent, Guardian, or Group Leader)
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Sex
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Age
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Location where they were last seen
Physical Description from top to bottom:
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Height
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Body Build
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Hair (Color/Style/Hat)
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Shirt/Jacket (Color/Logo/Style)
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Pants/Shorts/Skirt (Color/Style)
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Shoes (Color/Brand/Style)
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Anything else that would be helpful:
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