Welcome to the Volunteer Hub

How to Reach Staff

You’re never meant to handle concerns or emergencies alone.
If something feels off, urgent, or unsafe, reach out right away.

We would always rather you contact us too early than wait too long.

Urgent or time-sensitive needs

Call or text the Staff Line
301-246-2160

Use this for anything happening now, including:

• safety concerns

• injuries or illness

• a missing child or resident

• behavior that feels unsafe or escalated

• accidents while driving

• security concerns

• anything that can’t wait

This is the fastest way to reach us.

Non-urgent questions or updates

Email
programmanagers@poiemamovement.com

Use this for:

• schedule changes

• availability

• follow-ups

• general questions

• routine communication

Group communication

GroupMe is used for:

• reminders

• schedule updates

• announcements

• group messages

• emergency updates and all-clear notifications

GroupMe should not be used to share confidential or sensitive information about residents.

If something is personal or time-sensitive, use the Staff Line instead.

A simple rule

If it’s happening now → call or text
If it can wait → email
If it’s for the group → GroupMe

You are part of the team. Keeping staff informed helps us care well for everyone.

Emergencies are rare, but sometimes something feels urgent, unsafe, or bigger than you expected.

In those moments, you are not meant to handle it alone.

Your role is simple. Stay calm. Keep people safe. Contact staff right away.

Call or text the Poiema Staff Line first: 301-246-2160.

This is always the first step.

GroupMe is used for group-wide updates, announcements, and all-clear messages during emergencies, but the staff line is the fastest and best first point of contact.

If someone is in immediate danger, call 911 first, then notify staff.

When in doubt, call. We would always rather you reach out too early than too late.

When to call 911

Call 911 immediately if someone has:

• trouble breathing

• chest pain

• loss of consciousness or seizure

• serious bleeding or head injury

• a fire or smoke in the building

• a physical fight or violence that cannot be safely contained

• threats of suicide or harm with a clear plan or means

• any situation where someone is in immediate danger

Then contact the staff line.

For everyone

• Stay calm

• Stay with the people in your care

• Get staff involved quickly

• Do not try to solve the situation alone

• Do not promise secrecy or make independent decisions

Staff will take the lead. You are supported.

If a child or resident cannot be located

Call the staff line immediately and begin looking right away.

Time matters.

First, make sure the children or residents with you are safe and supervised.
Then quickly check nearby rooms, bathrooms, closets, and outdoor areas close to you.

Do not wait to start looking.

If other adults are present, briefly divide up to check nearby spaces while staying in communication.

Staff will coordinate the wider search and next steps.

If the person is not found within a few minutes, or if there is any concern they may have left the building or be near traffic or other danger, staff will call 911 right away.

When in doubt, escalate early.

If behavior feels unsafe or escalates

Create space
Keep others safe
Contact staff right away
Do not physically intervene or restrain

While waiting for staff, you can help by:

• speaking calmly and slowly

• lowering your voice

• giving space

• offering simple choices

• avoiding arguments or power struggles

• focusing on safety, not fixing

Your calm presence matters more than the right words.

Fire or evacuation

If you hear a fire alarm, smell smoke, or are told to evacuate:

• Exit using the nearest safe door

• Bring those in your care with you

• Do not stop for belongings

Our meeting location is the LifePoint Church playground.

Stay together there until staff provide instructions or an all-clear.

Lockdown or security threat

If staff call for a lockdown or there is an immediate safety concern outside the home:

• Move inside quickly

• Follow staff direction

Our lockdown locations: RH1 & RH3 basement laundry room, RH2 basement prayer room.

Stay together and wait for instructions.

Childcare Volunteers

Children move fast, and small issues can escalate quickly. Your role is supervision, safety, and engagement. You are not responsible for medical or personal care.

If a child is hurt or sick
Notify staff immediately
Stay with the child
Staff or mom will handle care or next steps

Bathroom and personal care
You may help little ones with clothing, buttons, snaps, or hand washing
Volunteers do not assist with wiping, toileting, diapering, or bathing
If a child needs that level of help, contact staff or the child’s mother

If you feel outnumbered or overwhelmed
Call staff immediately

During evacuation or lockdown
Keep children together and move as a group

Drivers

Safety comes first, always.

If there is an accident or vehicle issue
Pull over safely
Call 911 if needed
Contact the staff line immediately
Stay with the resident until help or staff guidance arrives

Do not make independent decisions about medical care, alternate transportation, or dropping a resident elsewhere without staff direction

If a resident becomes ill, distressed, or unsafe during transport
Pull over when safe
Call staff
Wait for guidance

You are never expected to manage emergencies alone on the road.

Mentors

Because mentors build close relationships, you may be the first person a resident opens up to when something feels heavy or unsafe.

Your role is to listen, encourage, and walk alongside her. You are not expected to counsel or manage crises on your own.

If a resident becomes emotionally triggered or overwhelmed
Stay calm and present
Listen
Contact staff for support

If a resident talks about self-harm, suicide, relapse, or feeling unsafe
Take it seriously
Do not promise confidentiality
Contact staff immediately

If a resident shares concerns about the home, the program, staff, or another resident
Let staff know, even if she asks you not to

If a resident begins a new romantic relationship or mentions a new partner
Share that with staff
Not all relationships are safe, and staff may have context you don’t have

We share information to protect safety, not to take away trust.

Group Facilitators

If conflict, emotional escalation, or a medical concern happens during group
Pause the group
Ensure immediate safety
Contact staff right away

Do not try to manage crises alone.

Event and Behind-the-Scenes Support

If you notice an injury, unsafe situation, or unknown visitor, or unknown vehicle
Notify staff immediately

Do not attempt to handle medical or security issues yourself.

After any incident

Once everyone is safe, share details with staff as soon as possible so we can document and follow up appropriately.

You will not be asked to handle reports alone. Staff will guide that process.

A simple reminder

You are not alone here.

Call staff. Stay present. Let us lead.

If something happens, we want to know.

Not to blame. Not to overreact.
But because quick communication keeps everyone safe.

Volunteers are often the first to notice when something is off. Your awareness and willingness to speak up helps protect residents, children, staff, and other volunteers.

If you’re unsure whether something should be reported, report it. It’s always better to over-communicate.

What should be reported

Please notify staff immediately if you see or experience:

• Any injury or accident

• Illness or medical concerns

• Behavioral escalations or safety concerns

• A child or resident leaving supervision

• Property damage

• Disclosures of abuse or harm

• Boundary concerns or uncomfortable interactions

• Anything that feels unsafe or out of the ordinary

What volunteers should do

Step 1. Ensure immediate safety
Address urgent needs first. Stay calm and present.

Step 2. Contact staff right away
Do not wait until the end of your shift.

Step 3. Share what you observed
Stick to the facts. What you saw or heard. Avoid guessing or interpreting.

Call or text the Staff Line immediately for all incidents or accidents.
301-246-2160

Poiema is a place of dignity, safety, and mutual respect.

If something feels inappropriate, unsafe, or out of alignment with our values, we want you to speak up.

This may include boundary concerns, uncomfortable interactions, policy violations, or behavior that doesn’t reflect the culture we’re working to protect.

You don’t have to decide whether something is “serious enough.” If it doesn’t feel right, it’s worth sharing.

For immediate concerns, contact the Staff Line 301-246-2160
For non-urgent concerns, email: concern@poiemamovement.com

Concerns shared in good faith are handled with care and discretion. Retaliation is not tolerated.

We would always rather listen early than have someone feel unsafe or unheard.

As a volunteer, you see things we don’t. You notice what’s working, what feels off, and where we could grow. Your perspective helps us serve women and children better every day.

If you have a win, a concern, or an idea, we want to hear it.

Use this quick form anytime to:
• share a suggestion
• let us know about a problem
• celebrate something that went well
• offer ideas to improve how we serve

Nothing is too small. We read every message and we really do make changes because of what you tell us.

Feedback Form

What happens next?

Our team reviews every submission. If follow-up is needed, we’ll reach out. Many of the improvements we’ve made have come directly from volunteer feedback, so thank you for helping shape this place.

Children are at the heart of life at Poiema.

While their mothers attend classes, counseling, or groups, volunteers help create a space where kids feel safe, seen, and cared for. Your presence allows a mom to focus and grow, knowing her child is secure.

This isn’t just childcare. It’s part of the healing process for the whole family.

Because many of the children we serve have experienced stress or transition, we aim to offer consistency, patience, and calm structure in every interaction.

You are not alone

Childcare at Poiema is always a team effort.

Staff and mothers are in the building at all times. There will always be at least two volunteers serving together. You are never expected to manage children or challenging situations by yourself.

If something feels overwhelming or outside your role, involve staff right away. We’re here to support you.

Your role

Your primary role is simple.

Play. Engage. Keep children safe.

Offer warmth, attention, and steady supervision so kids feel secure while their moms focus on program time.

You are not expected to provide personal care or handle complex needs.

What this looks like in practice

Stay actively engaged
Give children your full attention. Sit with them, play, read, talk, and interact. Avoid distractions. Phones should be put away unless needed for an emergency or staff communication.

Maintain sight and sound supervision
Children should always be within view and hearing. Follow staff direction regarding ratios, transitions, and locations.

Follow routines and staff guidance
Consistency helps children feel safe. Stick to established plans and check with staff before changing activities or spaces.

Use calm, positive redirection
Guide behavior with patience and encouragement. If a situation escalates or you feel unsure, ask staff for help right away.

Respect personal care boundaries
Volunteers do not handle feeding, diapering, bathrooming, bathing, or clothing changes. If a child needs assistance, notify staff or the child’s mother.

Partner with staff
Share concerns, behavioral changes, or anything out of the ordinary. Communication helps us care well for each child.

A simple mindset

Safe. Seen. Supported.

If children feel calm, connected, and cared for, you’re doing exactly what matters most.

The safety of children and vulnerable individuals is a shared responsibility at Poiema. Abuse prevention is not optional.

We serve women and children who may have experienced trauma, abuse, or unsafe relationships in the past. Because of that, we maintain clear boundaries, strong supervision, and consistent practices that reduce risk and protect everyone in our care.

These standards protect residents, protect volunteers, and protect the integrity of the program.

Prevention safeguards

Maintain active supervision
Children must remain within sight and sound at all times. Follow staff direction regarding ratios, locations, and transitions.

Follow the two-adult standard whenever possible
Avoid being alone with a minor. Whenever feasible, remain in groups or observable spaces with other adults nearby.

Keep spaces open and observable
Do not meet in private or secluded areas. Choose environments where others can easily see or interrupt.

Respect personal care boundaries
You may help children with clothing as needed, including coats, shoes, snaps, buttons, or adjusting clothing in the bathroom to support independence and fine motor skills. Volunteers do not assist with wiping, toileting, diapering, bathing, or other intimate hygiene needs. If that level of help is needed, notify staff or the child’s parent.

Use appropriate, healthy physical interaction
Warmth and connection matter. Positive, appropriate touch, such as high-fives, hugs, hand-holding with younger children, or sitting alongside a child during activities, is welcome and often reassuring.

Keep all interactions respectful, brief, and observable by others. Avoid physical contact that is private, prolonged, or could be misunderstood.

No private electronic communication with minors
Do not text, message, or connect with children or youth through personal phones or social media.

Avoid gifts, secrets, or favoritism
Do not give money, gifts, special privileges, or form “special” relationships. We do not keep secrets with children or residents. Gifts must be staff-approved.

Maintain professional language and behavior
Sexually suggestive jokes, conversations, materials, or behavior are never appropriate.

Stay alert and present
Limit distractions such as extended phone use. Active supervision is one of the strongest tools for prevention.

Recognize warning signs

Be attentive to:

• boundary testing or secrecy

• isolating behavior

• favoritism or “special” relationships

• excessive gifts

• behavioral or physical signs that raise concern

• anything that feels unsafe or out of the ordinary

If something feels off, trust your instincts and involve staff.

Concerns and disclosures are addressed in the Mandatory Reporting section that follows.

At Poiema, protecting children and vulnerable individuals is not optional. It’s a legal and moral responsibility.

If a child or resident shares something concerning, or if you see signs of possible abuse or neglect, your role is simple. Listen, stay calm, and report it right away.

You are never expected to investigate or decide if something “counts.” If there is reasonable concern, we report.

Speaking up protects people.

Who must report

Under Maryland law, adults who work or volunteer with children are considered mandated reporters. This means suspected abuse or neglect must be reported, not ignored or handled privately.

If you are serving with children or residents at Poiema, this applies to you.

What should be reported

Report immediately if you:

• witness abuse or neglect

• receive a disclosure from a child or resident

• observe physical or behavioral signs that raise concern

• suspect something may not be safe, even if you’re unsure

• feel uneasy or notice boundary violations

You do not need proof. Suspicion is enough to report.

It is not your job to determine what happened. It is your job to speak up.

How to respond to a disclosure

If someone shares something personal or painful with you, your presence matters.

Stay calm.
Listen without interrupting.
Do not ask leading or detailed questions.
Do not promise confidentiality.

You can say, “Thank you for telling me. I’m going to share this with staff so we can help keep you safe.”

Then report immediately.

How to report at Poiema

Step 1. Contact staff right away
Call or text the Poiema Staff Line: 301-246-2160

Do not wait. Do not message in GroupMe.

Step 2. Share what you observed or heard
Stick to facts. Avoid guessing or interpreting.

Step 3. Staff will guide next steps
Staff will handle documentation and, when required, make the official report to the appropriate authorities.

If you are ever instructed to make a direct report yourself, staff will walk you through the process.

You are never expected to navigate this alone.

Protection for reporters

Reports made in good faith are protected by law. You will not get in trouble for raising a concern, even if it turns out to be unfounded.

Choosing not to report, however, can put someone at risk.

When in doubt, report.

A simple reminder

If you see something or hear something that concerns you, tell staff immediately.

It’s always better to over-communicate than stay silent.

Protecting one person is worth the call.

For many women in our program, transportation isn’t simple.

Most residents do not have their own car when they arrive. Without support, their only option is Uber or Lyft to get to work, appointments, school, or even the grocery store.

A single ride often costs $25 to $30 one way. Over time, those trips can total $500 or more each month.

That’s money that could otherwise go toward savings, a car, or future housing.

When volunteers step in to help with transportation, that money stays in her pocket.

In fact, our graduates leave Poiema with an average of $4,000 in savings, largely because they weren’t forced to spend hundreds each month on rides. That savings often becomes a down payment on a car, a security deposit for housing, or a financial cushion as they step into independence.

So when you provide a ride, you’re not just helping someone get from point A to point B. You’re removing a barrier, protecting her income, and helping build a future.

It provides safety, stability, and real momentum.

You are part of a team

Drivers never operate independently.

All rides are staff-approved and coordinated in advance. Staff provide the schedule, location, and expectations. If anything changes or feels unclear, contact staff right away.

You are never expected to make decisions alone.

Before you drive

Because transportation involves added responsibility, drivers must:

• complete required screening and training

• provide a valid driver’s license

• maintain current auto insurance with minimum coverage of $100,000 per person / $300,000 per accident

• consent to a driving record review

• notify staff of any changes that affect your ability or legal eligibility to drive, including license status, accidents, medical concerns, or insurance changes

• follow all Poiema transportation policies

Only approved volunteers may transport residents.

These safeguards protect you, our residents, and the organization.

What this looks like in practice

Drive only with staff approval
Transport residents only for pre-approved program needs. Do not offer spontaneous or personal rides.

Drive safely and responsibly
Follow all traffic laws and use good judgment at all times. The use of handheld phones or texting while driving is not permitted.

Do not drive while impaired
Never drive if you are tired, ill, under the influence of alcohol or drugs, or taking medication that may affect your ability to drive safely.

Maintain appropriate boundaries
Keep conversation respectful and supportive, but professional. Do not exchange personal contact information, give gifts, or arrange transportation outside of the program structure.

Communicate changes immediately
If something unexpected happens, contact staff right away.

If there is an accident or concern

Ensure everyone is safe first. Then contact the Poiema Staff Line at 301-246-2160 immediately for guidance. Staff will walk you through next steps and any required documentation.

Do not handle incidents alone.

A simple mindset

Safe. Reliable. Consistent.

Every ride protects a job, keeps money in her pocket, and helps a family move closer to independence.

To protect the women and children who live here, we are intentional about privacy and physical security. Please follow these practices at all times while on site.

Protect the location
Do not share the address, location details, or identifying information about our homes publicly or online. Do not post check-ins, tags, or photos that reveal where residents live.

Security cameras in use
For safety and accountability, common areas are monitored by security cameras with both video and audio. Please assume you are being recorded while on site and conduct yourself accordingly.

Keep doors secure
Exterior doors should remain closed and locked. Do not prop doors open or allow unknown individuals to enter behind you.

Do not share access
Never share keys, codes, or access information with anyone. Do not give building access to guests or unapproved visitors.

No visitors or guests
Only approved volunteers, residents, and staff may be on site during program hours unless staff have given permission.

Report concerns immediately
If you notice anything unusual, unsafe, or out of place, contact the Poiema Staff Line right away: 301-246-2160.

When in doubt, ask staff.