Virtual Service Guidelines
As the pandemic continues into Spring 2021, we continue to ask our community partners to have virtual service opportunities available or have the ability to pivot in-person service to virtual/remote if needed. We welcome you to reach out to our team should you have any questions or concerns or to brainstorm ideas for virtual service possibilities.
Virtual service presents different considerations and challenges than face-to-face contact. Below you will find some guidelines to support consistent experiences and hold interns to high expectations. You will also find some resources that may help when you are creating your virtual programming
Virtual Service Guidelines
1. Training & Orientation
o If a student intern is doing all virtual/remote service, they still need to receive training and orientation.
o Ensure that the student knows who the other certified USL supervisors are at your site and how to contact them.
▪ This is important in staff transitions and emergencies.
o Have and review safety protocols that are in place.
▪ Examples may include but are not limited to:
-Only sharing first names during client interactions
-Handling inappropriate behaviors
-Disabling private chat features to prevent bullying
2. Monitoring Assigned Tasks
o Determine the amount of time that should be spent on each task.
▪ Much of the service a student will be doing will be done independently, so it is important to determine how much time each service task is expected to take when it is assigned.
▪ If it takes the students more time than the set amount, there must be a discussion.
o Set clear weekly outcomes and specific deadlines.
▪ It will be easy to let these assignments pile up if they are not monitored carefully.
3. Direct vs. Indirect Service
o While we prefer that USL student-interns are interacting directly with the community members that are served by your organization, we recognize that virtual service activities will involve more offline activities to serve the needs of the community.
o Provide your student intern with clear rationale on why the tasks you assign will help the service population.
▪ This is particularly important for tasks that are traditionally considered indirect
▪ For student success in the course they must understand how the service they complete helps the population they serve.
4. Communication and Follow-up
o Set expectations by making sure students know your work schedule, and the best platform to reach you.
▪ For example, you check your emails Tuesdays – Saturdays between 9am – 3pm.
o Check -in with your student intern at least weekly.
▪ This can be as simple as a 15 minute phone call.
o During check-ins discuss assigned service tasks
o Ask USL students about what they’re studying in their USL class and help the student make connections to their service.
o Set clear expectations for professionalism with your USL student intern.
▪ In addition ensure your clients are aware of expectations for virtual interactions.
5. Additional resources for virtual service guidelines
o Some of our colleagues across the country have developed guides which may help in planning virtual service activities and programs. This is not an exhaustive list but may provide some insight.
▪ Give Pulse: Virtual and Remote Volunteering Best Practices
▪ Virginia Commonwealth University: Best Practices for Online Programs
▪ University of Michigan: Virtual Planning Checklist