FPM Volunteer Orientation Guide

Volunteer 

Orientation 

Guide

CONTENTS 

Introduction 

About FPM 

Family Homelessness in MA 

Our Families 

Our Programs 

Empathy 

Non-Discrimination 

Boundaries & Expectations 

Children in Shelter 

Volunteer Opportunities 

Volunteering with Children 

Reminders & Contact Info 

Assessment & Final Steps 

2

Introduction 

Welcome to 

Family Promise Metrowest! 

Volunteering with FPM is a hands-on 

opportunity to welcome our families into 

a safe and caring community. 

3

Introduction 

Volunteer orientation is 

divided into two parts: 

1. This self-paced Volunteer Orientation 

Guide will take about an hour to 

complete. In addition to reading the 

text, please be sure to 

watch the videos and 

follow links to our 

website for more 

information. 

2. A live session will be 

conducted via video 

conference or in person, 

and will also take about an 

hour. You will be sent an 

email to sign up for the live 

session after you complete 

this orientation. 

4

Introduction 

To be qualified to volunteer directly with our 

families, you’ll need to: 

Register on CERVIS (for ages 14+) 

Complete this virtual orientation 

Take an online assessment 

Participate in a live training session 

5 5

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








6


Our Mission 

To transform the lives of families with 

children that are facing homelessness by 

mobilizing a diverse community to 

provide shelter, education, and 

comprehensive support. 

7


Our mission is supported by 

these core values: 

Partnership: We work together as a 

community to forge lasting solutions to 

the adversities our families face. 

Empathy: We approach our families with 

compassion and seek to understand and 

learn from each other. 

Equity: We believe in fairness and accept 

our responsibility to remedy injustices in 

our communities. 

Sustainability: We support our families in 

working toward a future of stability and 

independence. 

Stewardship: We strive to be good 

stewards of our resources in order to build 

a strong, healthy, and lasting organization. 

8


FPM is a 501(c)3 nonprofit organization 

founded in 2008 by a network of multi-faith 

congregations that wanted to work together 

to address an alarming rise in family 

homelessness in the greater Boston region. 

9


We are an “Affiliate” of the national Family 

Promise organization founded by Karen 

Olson in Summit, NJ in 1988. 

Learn more about 

Family Promise 

National 

We are one of more than 200 Affiliates 

across the United States that are 

providing a holistic solution to family 

homelessness. 

10


There are two other Family Promise 

Affiliates in Massachusetts: 

Interfaith Hospitality Network 

of Greater Worcester and 

Family Promise North Shore Boston 

in Beverly. 

Interfaith Hospitality 

Network of 

Greater Worcester 

Family Promise 

North Shore Boston 

that's us! 

11


Our network of 50 congregations from across the 

Metrowest region provides essential support for our 

Shelter program, including preparing or purchasing 

food for families in shelter and fulfilling critical 

volunteer roles. 

To see the entire list of congregations: 

Congregational 

Network 

12


FPM relies on a broad network of donors to support 

our programs. These include foundations, 

businesses, and local civic groups. 

To learn more about our Community Partners: 

Foundations Businesses Groups 

13


We also receive support and supply donations from 

individuals, families, and local schools. 

Finally, we host two major fundraisers each year, a 

walkathon in the spring and a gala in the fall. 

To learn more about the different ways people give: 

Ways to Donate 

14


For information about how we serve 

families, watch “A Home to Call My Own.” 

15

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








16


“Homeless” 

is not a type of person. 

It is simply a word that describes a person’s 

temporary housing state, which can be the 

result of many circumstances. FPM helps 

“families experiencing homelessness,” not 

“homeless families.” 

17


The most common root causes of family 

homelessness in the metrowest Boston 

region are a lack of affordable housing 

combined with low earnings. 

Did you know that 47% of Americans can’t 

cover an unexpected $400 bill without 

selling something or borrowing money? 

18


Other circumstances that may result in a family 

losing their home include: 

Job loss or reduction in hours 

Vehicle breakdown 

Medical bills 

Childcare closure 

Families face many challenges when 

applying for state shelter. 

And due to overwhelming demand, it 

has become even harder to get help. 

We are an alternative when state shelter 

or government-supported housing is not 

an option. 

19

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








20

Our Families 

We serve families with children that are: 

Low- and moderate-income 

Experiencing homelessness or at risk 

of homelessness 

Motivated to make changes that will 

move them out of poverty and into a 

sustainable future 

21

Our Families 

Our families are motivated and hardworking. 

When entering our programs the majority of 

our parents are: 

High school graduates 

Employed 

Earning $15-20/hour 

But even so... 

22

Our Families 

...a single parent earning minimum 

wage would have to work 

three to four full-time jobs 

to afford a modest two-bedroom 

apartment in the Boston area. 

Affording this rent is simply 

impossible without assistance. 

23

Our Families 

These statistics will help you learn about the 

state of family homelessness in Massachusetts 

and the circumstances our families face: 

UNDERSTANDING 

FAMILY 

HOMELESSNESS 

24


Watch “Who Are You Preparing 

to Welcome?” 

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CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








26

Our Programs 

FPM is proud of our unique, family-focused 

approach. To develop our programming, we: 

Listen to our families 

Understand their individual needs 

Respond efficiently and effectively 

27

Our Programs 

Our four programs were all developed in 

response to the emerging needs of 

families in our region: 

Shelter 

SAIL 

LIFE 

Steps to Success 

28

Our Programs 

The Shelter Program 

At the heart of FPM is a network of 50 multi-faith 

congregations. Traditionally, “host” congregations 

provided temporary overnight shelter for families by 

converting their classrooms into bedrooms 3-4 weeks 

a year, while “support” congregations offer additional 

volunteers and resources. Due to COVID, however, our 

shelter families have been housed in a hotel since 

March 2020 and we are currently working to 

determine our future model for shelter housing. 

Our Day Center in Natick is the families’ home base 

while in shelter—where they keep their belongings 

and meet with their case manager, who supports 

them in establishing and reaching important goals. 

29

Our Programs 

The shelter model uses 

existing community resources: 

Multi-faith congregations to provide 

shelter resources and support 

Volunteers to provide meals and 

fulfill important shelter roles 

Community agencies for additional 

resources and referrals 

30

Our Programs 

Our shelter model is: 

Cost-effective 

Community-driven 

For more information, 

please visit our website. 

SHELTER 

PROGRAM 

31

Our Programs 

The SAIL Program 

When families move out of shelter and back into 

apartments in the community, they enter our SAIL 

program (Sustaining Achievements for Independent 

Living). In this program, we help them reestablish 

their independence and lay the groundwork for longterm 

stability by providing: 

Financial support (“subsidies”) toward housing 

costs for one year 

Help in accessing furniture and household goods 

donations 

One to two years of ongoing case management 

to monitor their budget and ensure continual 

progress toward their goals 



SAIL 

PROGRAM 

32

Our Programs 

The LIFE Program 

The LIFE program (Local Initiative for Family 

Empowerment) is a homelessness prevention and 

shelter diversion program that supports families 

who are not yet homeless but at risk of eviction or 

shelter entry. This is our biggest program in terms of 

number of families served. LIFE families receive: 

Funding to pay for back rent, a security deposit, 

or other temporary housing costs 

Up to one year of case management 

Monthly group meetings to build community 

and increase access to resources 

The LIFE program enables families to avoid the 

trauma of losing their home and/or entering shelter. 



LIFE 

PROGRAM 

33

Our Programs 

The Steps to Success Program 

The Steps to Success program helps parents and 

teenage children in any of our housing programs find 

employment and educational opportunities that will 

increase their earning potential and help break the 

cycle of poverty. Through this program, families can 

access: 

Trained volunteers to provide professional support 

Referrals to community partners that offer 

educational or employment resources 

Subsidies for tuition, course fees, or supplies 

Subsidies for employment- or education-related 

childcare or transportation 



STEPS TO SUCCESS 

PROGRAM 

34

Our Programs 

What Is Case Management? 

Case management meetings give families an 

opportunity to meet weekly (shelter) or monthly (SAIL or 

LIFE) with program staff to discuss the particular 

challenges they are facing, set goals to tackle those 

obstacles, find the resources to meet their goals, and 

track their progress in achieving them. Goals are set in 

areas that are critical to their future sustainability 

including: Finances, Healthcare, Employment, Parenting, 

Transportation, and Housing. 

Case management provides a supportive structure 

for families to create their own change. It is a critical 

aspect of our approach to helping families achieve 

long-term success. 

35

Our Programs 

Our Impact 

Since our founding in 2008, we have provided 

shelter and support for close to 300 families, 

including almost 350 adults and 500 children. For 

an overview of the outcomes we achieved in our 

programs last year, please visit the “Our Impact” 

page on our website or read our most recent 

Annual Report. 

OUR 

IMPACT 

ANNUAL 

REPORTS 

36

Our Programs 

Watch “Nicole’s Story” to understand 

the impact of our programs on the 

families we serve. 

37

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








38

Empathy 

Try to imagine if... 

...you had no place to go 

at the end of a long day. 

...you had no place to 

invite friends to gather. 

...you had no place to seek 

refuge during a storm, or a 

pandemic. 

39

Empathy 

Although our families are motivated and resilient, 

many of them have difficult and complicated 

histories. Losing a home only amplifies these 

challenges and can make them feel: 

Overwhelmed 

Depressed 

Sad 

Anxious 

40

Empathy 

The stress of a housing crisis can also affect an 

individual’s behavior. On the outside it might 

look like: 

Detachment 

Exhaustion 

Indifference 

Ungratefulness 

41

Empathy 

If the stress of homelessness and group living 

leads a family member to withdraw, please avoid 

taking their lack of engagement personally. Let 

empathy and understanding be your guide. 

Even with these stressors in mind, families and 

volunteers are expected to always interact 

respectfully with one another. If you are ever 

uncomfortable with an individual’s behavior, 

please report your concerns to the Shelter 

Program Coordinator. 

42

Empathy 

Volunteers can positively impact someone who is 

experiencing homelessness. Compassion, patience, 

and empathy help our families understand that we 

are there to support them, not to judge. Supportive 

volunteer behavior includes: 

Respecting 

privacy and 

boundaries 

Responding 

without 

judgment 

Being present 

with guests 

Offering 

understanding 

and grace 

43

Empathy 

Volunteer behavior that does not support our 

families’ privacy and autonomy includes: 

Expressing 

criticism or 

judgment 

Asking 

personal 

questions 

Offering 

unsolicited 

advice 

Overruling 

a parent’s 

decision 

44

Empathy 

Volunteers’ attitudes and actions can have a 

lasting positive impact on our families. 

Volunteers’ impact may be cumulative and not 

necessarily recognized by either party at the 

moment of interaction. Simple acts of kindness 

can create change in ways you may never fully 

witness. 

45

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








46


FPM celebrates differences in our community of 

families, staff, and volunteers. We strictly adhere 

to our Non-Discrimination Policy: 

FPM works to serve its clients 

respectfully and does not 

discriminate on grounds of race, 

religion, ethnicity, national origin, 

age, gender, physical disabilities, 

sexual orientation, 

or economic status. 

47


Discrimination also applies to how we view and treat 

people who come from different housing situations. 

Think about the images you have of those who are 

facing homelessness. What assumptions do you 

make about them? Do you envision: 

or ? 

or ? 

48


Think about how your past exposure to people 

experiencing homelessness may have shaped your 

assumptions about how, or why, a family might 

find itself without a home. 

You will meet families in our programs who have 

been through a lot. They are also strong, resilient, 

hard-working, and have proven time after time that 

they can overcome their circumstances. They just 

need to know you believe in them. 

49

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








50


Establishing respectful and appropriate boundaries 

between volunteers and families creates a beneficial 

environment for everyone. Our families appreciate 

volunteers that: 

Greet them with kindness and hospitality 

Introduce themselves 

Learn their names 

Are good listeners 

Aren’t offended if they don’t want to talk 

Don’t overshare 

Treat them as equals 

To guide your respectful interactions 

with our families, please remember 

the following guidelines... 

51


Avoid probing into families’ personal lives. 

Being asked to share personal information can be 

an emotional burden. Parents may feel 

embarrassed, tired of talking about what brought 

them to FPM, or may simply wish to keep their 

personal life private. Their need for privacy must 

always be respected. If a family seems open to 

conversation, choose engaging and non-intrusive 

questions: 

How was 

your day? 

Did you watch 

the Pats game 

last night? 

What activities 

do your kids 

enjoy? 

Do you have 

any hobbies? 

52


Help us protect our families’ privacy. 

If a family member chooses to disclose a part of 

their experience to you, do not share this 

information with others unless there is a safety 

concern. In this case, please report the 

information to the Shelter Program Coordinator 

by calling our main number. 

All information obtained from or concerning 

families is privileged communication. It’s natural 

to want to discuss your volunteering experience 

with your family and friends, but never share 

names or other details that might identify a 

family member. Their right to confidentiality and 

privacy must be respected at all times. 

53


Please don’t take pictures of our families. 

A family’s struggle with housing insecurity and 

their journey back to stability is their own story 

to tell. To respect their privacy, do not take 

photographs or videos during any of your 

volunteering shifts when families are present. 

Likewise, do not share any information about 

our families on your social media accounts. We 

ask that you refrain from using your cell phone 

in our families’ presence to avoid any concern 

that you might be taking pictures or videos. 

54


Please don’t give gifts directly to families. 

If a family tells you they need something beyond 

what is typically provided by the program (such as 

food, bedding, or first aid supplies), please inform 

the Shelter Program Coordinator. If you’d like to 

make a donation to help the family, you can 

discuss it directly with the coordinator. 

The Shelter Program Coordinator will review the 

situation and make sure the family’s needs are 

being met. 

55


Please respect the diversity of our 

interfaith community. 

Respecting a broad diversity in thought and faith is 

central to our mission. Although many individuals 

volunteer as an expression of their faith, please do 

not discuss or advocate for your personal beliefs or 

religion with our families. 

56


Respecting these guidelines will create a safe and 

comfortable space for everyone, and will create 

healthy and positive connections between our 

families and our volunteers. 

Watch “Boundaries Build 

Beautiful Experiences” 

57

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








58


The average age of a child in 

our shelter is only 6 years old. 

During the 2018-2019 year, 

24,777 students experienced 

homelessness in public 

schools across Massachusetts.* 

Children without homes are 

more likely to suffer from 

chronic disease, hunger, and 

malnutrition.** 

*Massachusetts Coalition for the Homeless **American Academy of Pediatrics, 2013. 

59


Entering shelter is often traumatic for children. 

Although many younger 

children don’t comprehend 

that they are in a shelter 

and happily engage with 

our friendly volunteers... 

...being in shelter is 

often emotionally 

difficult for middle and 

high schoolers. Children 

this age often do not 

want to interact with 

volunteers and will 

retreat to their rooms. 

Respect their need for 

privacy. 

60


Remember, at first we are all 

strangers to the children. 

When meeting a child in our shelter: 

Introduce yourself to the parent first 

Let the parent direct their child how 

to greet/interact with you 

Follow a child’s lead for whether 

they’d like to interact 

Children need time to adapt to the FPM 

environment and it is the parents’ job to guide 

this process. 

61


Remember, parents do the 

parenting. 

This creates consistency for children while 

respecting and empowering parents. Unless a 

child is in immediate danger of harm, it is not 

appropriate for a volunteer to: 

Contradict a parent’s instructions to 

their children 

Correct a child’s behavior 

Punish a child in any manner 

Offer parenting “advice” to parents 

62


Remember, parenting styles 

are subjective. 

FPM families come from a wide variety of 

experiential and cultural backgrounds. What may 

seem overly restrictive or permissive to you may 

be perfectly aligned with a parent’s own 

upbringing, beliefs, or culture. 

Resist the temptation to evaluate their 

parenting style through the lens of your own 

life experience. 

63


Remember, parents are 

responsible for their children. 

All young children under the age of 12 must be 

supervised at all times by their parents. Children 

over 12 do not have to be in their parent’s sight at 

all times, but it is their parents’ job to supervise 

them. 

Volunteers can never be alone with children of 

any age. 

64


FPM is a “mandated reporter” 

of suspected incidents of 

abuse or neglect. 

If a volunteer suspects a child is being mistreated or 

neglected, they should immediately communicate 

their specific concerns to our Executive Director, 

who will investigate the incident. 

65

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








66


FPM’s success hinges on the commitment 

and passion of all our volunteers. 

Without you, we simply 

would not exist. 

67


Our most effective volunteers are: 

Empathetic 

Responsible 

Flexible 

68


Although you may anticipate that your volunteer 

shift will go a certain way, the reality may be 

different because of all the variables involved. 

Sometimes children don’t want to play, or the 

phone doesn’t ring, or a family has to work late 

and misses dinner. 

Please be flexible with your expectations and 

remember that simply signing up, showing up, 

and being present for our families (or staff) if they 

need you is the greatest gift you can offer. 

69


Ways to Volunteer 

There are many ways to share your time and skills 

with our families and staff. Some examples include: 

Cooking meals 

Shelter support 

Academic tutoring 

Moving support 

Donation drives 

Office support 

Event support 

For information about current opportunities: 

WAYS TO 

VOLUNTEER 

70


Cooking Meals 

Families, schools, and local businesses often cook 

meals together to deliver to our families. It’s a great 

way to have fun while helping others. 

71


Shelter Support 

Volunteers are needed for various roles in the 

Shelter program, including room set up, childcare, 

and grocery shopping. 

72


Academic Tutoring 

Trained volunteers provide online tutoring to 

families by offering support in completing school 

assignments or in building academic skills. 

73


Moving Support 

As families move into new homes, we often need 

volunteers to collect furnishings and other needed 

supplies to prepare for a new home, and others to 

help move furniture and belongings on moving day. 

74


Donation Drives 

We have drives throughout the year to provide the 

basic essentials of food, toiletries, clothing, and 

school supplies to enable families to save the 

majority of their income for future housing. 

75


Office Support 

Day Center volunteers work in the front office 

greeting guests, answering the phone, and helping 

with projects. Weekday volunteering is typically 

busy while weekends are quieter (perfect for 

student volunteers over 18 who can help us while 

also taking advantage of the quiet time to study). 

76


Event Support 

We sponsor two major and several smaller events a 

year and are often looking for volunteers to help us 

on the day of the event with set-up, ticket sales, 

and other roles. This is a great way to support our 

organization while having fun too! 

77

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








78


If you are 14 or older, after you complete this 

orientation and the live training, you are eligible to 

volunteer independently with our families. 

Volunteers who are under age 14 are invited to 

volunteer with their parent(s) or a guardian over the 

age of 18. We ask adults who would like to 

volunteer with their children to ensure that these 

younger volunteers are prepared to interact with 

our families with empathy and respect. 

To do this, feel free to review this online training 

book with children ages 10-13, using your 

knowledge of your child to select only the sections 

that you feel they are 

ready to learn about. 

79


To support your conversations with younger children 

(under age 10), here are a few additional resources: 

Story Videos for Young Children 

A Place to Stay: A Shelter Story, by Erin Gunti 

The Lady in the Box, by Ann McGovern 

Fly Away Home, by Eve Bunting 

A Rainbow Kind of Day, by Sesame Street 

Reading List for Older Children 

Just Under the Clouds, by Melissa Sarno 

Stay, by Bobbie Pyron 

Rich: A Dyamonde Daniel Book, by Nicki Grimes 

Videos about Homelessness 

Parents and Kids Talk About 

Homelessness, by National 

Alliance to End Homelessness 

Videos on the Family Promise 

Metrowest YouTube channel 

80 

5


In addition, the Sesame Street in Communities 

website has a section focused on family 

homelessness that offers numerous ageappropriate 

resources for parents and guardians to 

discuss this challenge with their younger children. 

They recently introduced a new muppet character, 

Lily, whose family has lost their home. 

Sesame Street in Communities: 

Family Homelessness 

81 

5

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








82


Remember: 

It’s normal to feel a bit anxious the first 

time you volunteer. These feelings will 

pass quickly. 

Please read all emails carefully to ensure 

you are on-time and prepared. 

If an unexpected situation arises, use your 

best judgment. Our primary goal is safety 

for all. 

If a medical emergency arises, call 911. If a 

non-life-threatening emergency arises, 

help the family contact Uber or a taxi 

service if they don't have a car. Never drive 

guests in your car. 

Do not hesitate to reach out to our office with 

any questions prior to your shift. 

83


To learn more about us: 

Our Staff & Board 

To contact us: 

6 Mulligan Street, Natick, MA 01760 

familypromisemetrowest.org 

info@familypromisemetrowest.org 

508-318-4820 

84


To join our online communities: 

Facebook 

Instagram 

Twitter 

YouTube 

85

CONTENTS 

Introduction 



Our Families 

Our Programs 

Empathy 








86


Please complete this orientation by taking our 

brief assessment. This assessment is not a “test,” 

but rather a continuation of your learning. You 

will not be “graded.” 

ASSESSMENT 

87


Final Steps: 

Create a volunteer profile on CERVIS. 

Wait for an email from us inviting you to sign 

up for a live training session. 

Sign up for our e-mailing list on our website. 

88


CONGRATS! YOU’RE DONE! 

AND THANK YOU. 

Your commitment to helping our families makes 

a difference. See you at the live training soon! 

89

FPM Volunteer Orientation Guide

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