We are committed to providing the highest possible standard of support to the people we work alongside, and we have a responsibility to ensure that our actions do not expose them to further harm. 

This Code of Conduct is informed by professional humanitarian principles and supported by our Safeguarding Policy. 

Avoid attachment 
Volunteers are expected to be warm and respectful while maintaining appropriate professional boundaries. Forming personal friendships can make it difficult to treat everyone equally and may cause harm when volunteers move on. In practice, this means no socialising outside the Centre and no personal goodbyes. 

Smile and be courteous 
Treat everyone with the same level of respect and consideration you would offer a valued colleague or customer. Courtesy and kindness are fundamental to creating a welcoming environment. 

Phone use 
Checking messages or taking urgent calls may occasionally be necessary, but phone use should be kept to a minimum. Scrolling or non-essential use while volunteering is not appropriate. 

Ask what you can do 
There may be quieter moments, but there is always work to be done. If you are unsure how to help, ask a Coordinator or staff member. 

Follow policies and Coordinator instructions 
All volunteers must follow Refugee Support Europe policies and the guidance of the Coordinator on duty. Some instructions may feel challenging, but they are informed by extensive experience and safeguarding considerations. 

Do not question policies in front of members 
Concerns or disagreements about policies must never be raised in front of the people we support. Public disagreement can be unsettling and undermines trust. 

Do not offer legal, medical or political advice 
Volunteers must not provide legal or medical advice, or express opinions on political developments. Our role is to offer humanitarian support and to signpost people to qualified professionals. 

Wear your ID 
Volunteers must wear their ID and Refugee Support Europe t-shirts while on duty to ensure they are clearly identifiable.  

Dress appropriately 
The Centre is a professional working environment with cultural sensitivities. Clothing should be practical and respectful; shorts and skirts must be at least knee-length.

Respect confidentiality 
Do not speak publicly or post on social media about individuals you meet, and do not take photographs. Confidentiality must always be respected. 
 

Look after wellbeing 
Monitor your own wellbeing and that of fellow volunteers. We have a shared responsibility to look after ourselves and one another. 

 Do not intervene in physical violence: 
Volunteers must not intervene in any physical altercations. Notify the Coordinator immediately. 

 Report concerns 
Any abuse, safeguarding concerns, or situations that make you feel uncomfortable must be reported privately. In the first instance, speak to a Coordinator or follow the Safeguarding Policy.

 Professional conduct 
Volunteering can be demanding at times, due to limited resources and pressures within the Centre. Volunteers are expected to approach all interactions with calmness, respect and dignity.  

 Share ideas 
We value continuous learning and improvement, and welcome feedback and suggestions. Please share them with a Coordinator or staff member.