Code of conduct

Welcome to Serve the City Maastricht

Thank you for your willingness to make a difference in your city as a volunteer. Serve the City Maastricht aims to connect our community by helping each other. We work closely with vulnerable residents, volunteers, and various social organizations. At Serve the City Maastricht, we value and respect the individuality, culture, and traditions of everyone involved.

This Code of Conduct provides clear guidelines on how we expect to interact with one another and the agreements we collectively uphold. It is intended as a framework for all individuals involved in Serve the City Maastricht. While it cannot address every possible situation, it highlights our core values and standards. Below are the key principles we ask everyone to embrace.

1. Safety and boundaries

Safety first: your safety and the safety of others are our top priorities. Always clearly communicate your boundaries and report any situation where you feel unsafe. For instance, if you are concerned about the home situation of a person seeking help, notify the coordinator immediately, even if you are unsure.

Guided involvement: volunteers always begin under the supervision of a project leader or coordinator before taking on tasks independently (for more details please see our volunteer recruitment policy).

2. Respect and equality

We believe in creating a safe and respectful environment for everyone. This means treating others with dignity and respect, regardless of their background or circumstances.

Discriminatory, racist, sexist, or intimidating behavior, comments, or actions—as well as any form of bullying, aggression, or abuse of power—are strictly prohibited.

Respect the individuality, culture, and traditions of those you work with, ensuring cultural sensitivity in all interactions.

3. Confidentiality

As a volunteer, you may come into contact with sensitive personal information. You are required to handle all information with care and discretion. Do not share personal details about individuals seeking help with third parties unless you have their explicit consent.

Taking and sharing photos or videos of individuals you assist without their permission is strictly prohibited. Any materials intended for public use must be approved by STC Maastricht.

STC Maastricht is equally committed to safeguarding your personal data and will handle it confidentially.

4. Roles and responsibilities

Clear scope of assistance: you will be assigned specific tasks based on the request for help. If the individual seeks additional assistance beyond the agreed scope, consult the coordinator before proceeding. We will evaluate the request or refer the individual to a professional organization if necessary.

Voluntary nature of work: Help is provided on a voluntary basis, and volunteers must not accept gifts or money for their efforts. If someone offers a gift, inform the coordinator. Donations for the benefit of the foundation are allowed.

Commitment to agreements: volunteer work requires commitment. Please honor the agreements you make with us and the individuals you assist.

5. Reporting and accountability

If something goes wrong during your volunteer work, take responsibility, be transparent, and seek help or guidance. Mistakes are opportunities to learn and grow.

If you witness or experience misconduct, unsafe conditions, or breaches of this Code of Conduct, report these incidents to the coordinator immediately.

6. Child and vulnerable adult protection

If your volunteer work involves minors or vulnerable adults, adhere to strict safeguarding practices. Avoid situations where you are alone with them and maintain professional boundaries at all times.

Any suspicion or evidence of abuse or neglect must be reported to the coordinator without delay.

7. Training and preparedness

Volunteers will receive appropriate training or orientation to ensure they are prepared for their roles. This may include guidance on interacting with vulnerable individuals and handling challenging situations.

8. Substance use

Volunteers must not consume alcohol or use drugs while performing their volunteer duties. This ensures a professional and safe environment for everyone involved.

9. Conflict of interest

Avoid situations where personal interests may conflict with the needs of the organization or the individuals you assist. If a potential conflict arises, discuss it with the coordinator.

10. Feedback and continuous improvement

We value your input. If you have suggestions or concerns about your role, the organization, or the services provided, please share them with the coordinator. Feedback helps us improve and better serve our community.

By volunteering with Serve the City Maastricht, you agree to uphold this Code of Conduct and contribute to a safe, respectful, and supportive environment. Thank you for your commitment to making a positive difference in our city.

Thank you for all your help, support and efforts at Serve the City Maastricht. Do you have questions about our code of conduct? Let us know via +31(6) 11 06 87 87 or info@stcmaastricht.nl.