University of Edinburgh
Peer Support Volunteer Handbook:
Welcome to our Peer Support Programme
The goal of volunteering in a peer support context is to encourage the active participation,
involvement and development of the student community at the University of Edinburgh
through the growth and expansion of peer support projects and events. This includes
supporting new and progressing students to manage the transition to university life,
including the change in educational attainment, expectations and honing their skills as
autonomous and self-reliant learners.1 Peer Support also allows a space for incoming
students to ask those with more experience about course choices, common pitfalls or even
the best places to go out. This also gives the higher year students the opportunity to nurture
newer students and facilitate their learning. This help and advice has been reported to have
reduced the anxiety of incoming students and ensure they quickly feel an important part of
the university community.
The aim of this Handbook is to ensure that all Volunteers engaging with Peer Support as part
of the joint EUSA/ University of Edinburgh initiative are able to work in a safe and secure
environment free from harassment and discrimination of any kind. This Handbook will also
outline how each Peer Support Volunteer will be comprehensively trained and have a clear
role with specific duties they are able to perform within the organisation, and processes of
recourse should problems occur. This Handbook also offers overall guidance and direction
to Peer Support Volunteers and staff engaged in volunteer activity and volunteer
management, supplementing your initial training and pointing you towards further sources
of support, information and guidance. This Handbook is for guidance only, and does not
constitute, either implicitly or explicitly, a binding contractual or personnel agreement.
EUSA and the University of Edinburgh reserve the exclusive right to change any aspect of the
Handbook at any time and to expect adherence to the changed document.
1
http://steer.stir.ac.uk/MentoringResourcesandSupport.php
Edinburgh University Vision
To recruit and develop the world’s most promising students and most outstanding staff and
be a truly global University benefitting society as a whole.
Mission
The mission of our University is the creation, dissemination and curation of knowledge. As a
world-leading centre of academic excellence we aim to:

enhance our position as one of the world’s leading research and teaching universities
and to measure our performance against the highest international standards

provide the highest quality learning and teaching environment for the greater wellbeing
of our students and deliver an outstanding educational portfolio

produce graduates fully equipped to achieve the highest personal and professional
standards

Make a significant, sustainable and socially responsible contribution to Scotland, the UK
and the world, promoting health, economic growth and cultural wellbeing.
About Volunteering:
Volunteering is an activity which is undertaken freely by an individual without financial gain.
It is the commitment of time and energy for the benefit of the community and makes a vital
contribution both socially and economically2. We regard anyone who offers peer support,
free of charge, as a Volunteer. The University and EUSA are committed to volunteering and
will allocate the necessary time, resources and support to ensure Volunteers have a
successful and rewarding volunteer experience.
2
YWCA Scotland, Volunteer Handbook, www.ywca.org
Volunteer Roles:
Academic Family Leaders- Encourage the forming of relationships, foster a sense of
belonging and ensure that new students quickly feel part of a community of learners within
the School.
Befriender- A student who will take the role of a ‘friendly professional’ (rather than a friend)
and help the recipient student with social anxiety, support them to talk through all their
options, make decisions and connect with others when needed.
PALS Student Leaders- PASS/PAL Leaders (usually senior students) are trained to support
and facilitate study sessions for junior years (though there are some higher year Peer
Support structures in place).3
Academic Mentors- Support the Mentee to set, work towards and achieve manageable
goals to ensure they reach their academic potential.
Helpdesk Volunteer-Provide a physical space and single point of contact for users to gain
assistance in troubleshooting, curriculum related problems, questions and issues.
Additional roles- House System, Autonomous Learning Groups and PPLS Freshers Helpers
Scheme
What makes a good Volunteer: Someone who is:
-Open, non-judgemental
-Discreet and well-informed
-Good communicator
-Personable
-Reliable and approachable
3
http://www.humanities.manchester.ac.uk/tandl/resources/peersupport/passfaq/index.html
Issues Peer Support can help with:
Isolation, anxiety, academic worries, homesickness, exam stress, peer pressure, making
friends, study skills, and much more
Role of the Peer Support Development Officer and Related Staff
The involvement of Volunteers requires a planned and organised effort. The function of the
Peer Support Development Officer is to provide a central co-ordinating point for Peer
Support for the University of Edinburgh/ EUSA. This role also involves offering appropriate
support, training and resources to staff and students in managing Volunteers and
developing Peer Support Projects. However, each Scheme will be managed by a Key Contact
(this may be Academic or Administrative Staff) locally, which the Volunteer Peer Supporters
will work with on a day to day basis.
Getting involved:
Volunteer Recruitment and Selection
Volunteers shall be recruited pro-actively through the medium of the Edinburgh University
Students Association and University of Edinburgh websites, student fairs, posters, leaflets,
internal press and other targeted means. Volunteers shall be recruited without regard to
gender, disability, race, age, employment status or other irrelevant distinction that may be
viewed as discriminatory. Although the Peer Support Development Officer will support the
Key Contact in this endeavour this position holds no responsibility for the recruitment of
Volunteers for specific programmes.
The sole qualification for volunteer recruitment shall be the suitability to perform a
specified task or role on behalf of EUSA/ Edinburgh University and satisfactory
references/background check.
Role/ Task Description
Volunteers require a clear, complete and current description of the duties and
responsibilities of their task or role. This Role/Task Description should include a named
supervisor (Key Contact) and worksite. The Peer Support Development Officer is available to
assist in the development of descriptions, however all current Role Description can be found
within the ‘Peer Support Toolkit’.
Registering an interest
Students are encouraged to register an interest in a voluntary opportunity in writing. They
will then be given a Volunteer Registration Form and Role Description. Following this,
Volunteers may also receive a further Application Form. All of these steps are outlined in
the ‘Volunteer Induction Checklist’ which can be found within the ‘Peer Support Toolkit’.
Selection
Those managing Peer Support projects will find all the paperwork they will need relating to
Peer Support Volunteer recruitment in the ‘Peer Support Toolkit’. Volunteers can usually be
expected to be invited for interview following an expression of interest in the voluntary
position, this may be one to one or a group activity. References may also be requested at
this time. This process will allow the Volunteer to showcase the knowledge, skills and
experience which make them suitable for the volunteer opportunity. Following the
interview panel’s decision they will notify the potential Peer Support Volunteer, providing
feedback to unsuccessful candidates. Those recruited as Peer Support Volunteers will then
move on to the induction phase. This is a structured, supported process which is outlined in
the ‘Peer Support Toolkit’ and will usually take place over a number of weeks.
References and Criminal Records Checks
Peer Support Volunteers will be required to submit references for most positions, but some
specific roles may also require submission of a Protection of Vulnerable Groups (PVG)
background check, and advanced warning will be given. Failure to complete this stage may
result in the offer of a Volunteer position being revoked. A negative outcome from a check
may again result in a position being refused however each case will be looked at
individually.
Orientation and Induction
Each Peer Support Project will be responsible for providing volunteers with an induction,
working in line with the ‘Induction Checklist’ provided within the ‘Peer Support Toolkit’. This
will include any central projects run by EUSA.
Training and Support
Each Peer Support Volunteer will be comprehensively trained for the position they will be
undertaking to ensure they feel fully prepared for the role. EUSA and the University of
Edinburgh are also committed to providing additional and continuous training to any Peer
Support Volunteer that is relevant to their role. We will let Peer Support Volunteers know
when a training event is coming up by phone, email or websites.
Volunteer Supervision and Evaluation
Each accepted Peer Support Volunteer will be allocated to a Key Contact who will be
responsible for their direct management, this is the person who should support the
Volunteer, providing encouragement and guidance, regularly meeting to debrief and
provide support and supervision. This person may also support the Volunteer to achieve the
Edinburgh Award. In addition the Peer Support Development Officer is available for
consultation, guidance and assistance, in confidence where appropriate. Volunteers shall
receive periodic evaluation to review their work. The evaluation session will review the
performance of the Peer Support Volunteer, the skills developed, training needs identified
and any issues that are concerning the Peer Support Volunteer and the relevance of the
volunteering experience
Confidentiality & Data Protection
It is of the upmost importance that all Volunteers have full understanding of the
organisation’s Confidentiality and Data Protection policies/procedures and carry out their
duties in line with these guidelines. All those involved as Peer Support Volunteers within
EUSA/ the University of Edinburgh are bound by the Universities Confidentiality Policy and
Code of Practice. This means that a Volunteer can not share any sensitive information they
receive while performing their duties as a Volunteer with anyone out with EUSA/ the
University of Edinburgh. If confidentiality must be broken this must be done following the
appropriate procedures, for more information on this contact the Peer Support
Development Officer. Additionally the University of Edinburgh and EUSA will not share
information about Volunteers without their knowledge, unless they are assessed to be at
risk.
Health and Safety
The University of Edinburgh and EUSA will endeavour to provide a healthy and safe
environment for Volunteers at all times and ensure that Volunteers are trained to carry-out
the tasks that are asked of them. It is the responsibility of the Volunteer to request further
training in this area from their Key Contact, should they require it. All Volunteers will be able
to access a copy of the Universities Health and Safety Policy, upon signing the ‘Volunteer
Code of Practice’ they agree to work within the remit of this policy, ensuring they do not
cause undue harm to themselves or others in the course of their volunteering.
Equal Opportunities and Diversity
The University of Edinburgh and EUSA are committed to having a fair, transparent and
equality conscious attitude in all its practice. This includes recruitment and selection,
induction, policies and procedures, monitoring and evaluating, training and day to day
business. Neither the University of Edinburgh nor EUSA discriminate on the grounds of age,
race, gender, sexual orientation, marital status, maternity/paternity, ethnicity, faith or
religious belief, disability either directly or indirectly. As a Volunteer with the University of
Edinburgh and EUSA you are bound by our Equality and Diversity Policy and any breach of
this will be investigated.
Volunteer Policy
The Volunteer Policy will be made available to every Volunteer, it outlines the
commitments, support and guidance you can expect from the Peer Support Projects. It also
tells you what to do if things go wrong and you need to make a complaint, leave the project
or feel you have been unfairly treated.
Values and Principles underpinning Peer Support

Empowering people to change and shape their future

Promoting collaborative rather than competitive work

Recognising everyone has the power to pass on knowledge, skills and experiences
that would benefit others

Developing capability and confidence

Encourage the forming of a community of learners
How will you benefit from Volunteering
Increase in confidence and self-esteem
Enjoying being part of a team
Develop leadership skills and abilities
Develop valuable and applicable employability skills
Meet people from different cultures and backgrounds, broadening your horizons
Feel you have contributed to your local community
Become a better communicator
Reflect on and review your own behaviour (as well as that of others);
Challenge your own assumptions;
Peer Support Expectations/ Boundaries
It is your right to ask what the project does to maintain it’s boundaries and if they are
consistent with the project’s expectations of Peer Support Volunteers.
What we expect you to do:

Have an open, accountable and non-judgemental attitude towards the students you
are working with

Be punctual and consistent in your support

Let people know if you are not coping

Offer academic guidance and in part general studying good practice if appropriate

Report any concerns to the appropriate person

Respect boundaries and confidentiality

Respect different cultural values and work in a non-discriminatory manner

Maintain contact with the Project

Let the Project know if you plan to leave your position

Create a safe and welcoming environment where students can share their worries or
concerns

Offer support and a listening ear to the students you support
What we do not expect you to do:

To act as a Counsellor or solve all the Student’s problems

To deal with serious welfare issues for example self-harming, eating disorders,
suicide.

Deal with complaints from students about accommodation issues, finances or
immigration.

To become inappropriately involved with one of the students you are supporting

To take responsibility for the students emotional state or action
Guidelines when offering support:

Maintain your respect for the other person even when they choose not to follow
what you believe to be the best course of action

Even if you have had a similar problem, you may not fully understand the other
person’s difficulties

Try to understand the other person’s thoughts and feelings

See the person not the behaviour

Remember, you may not understand a situation when you see only a part of it

Everyone has different ways of coping. Your way of coping may not be right for
another person4

Follow what you believe to be the best course of action only if it fits within the
project rules
Peer Support Volunteer/Recipient Contact:
Contact with recipient students will at all times be professional and appropriate to the role
of Peer Support Volunteer:
1. Peer Support Volunteers and Recipient Students will treat each other with respect and
courtesy at all times.
2. Peer Support Volunteers’ will advise the Key Contact if his/her allocated Recipient
Student is, or becomes, known to them as a friend outside the context of the group. In
these circumstances it is recommended that it would be in the interests of both if the
Recipient student be reallocated.
3. No personal information, i.e. phone or address will be exchanged or requested from Peer
Support Volunteers or Recipient Students within the context of the group. Email contact will
be made via the student university mail system. Peer Support Volunteers’ should not ‘friend’
group members on Facebook or any other social media for the duration of the Project.
4. If the Recipient Student or another Peer Support Volunteer raises a welfare concern
about him/herself or another, Peer Support Volunteers will advise them to contact the
appropriate service within the university, and tell the Key Contact that such a request was
made. Peer Support Volunteers will immediately advise the Recipient Student that such
discussions are not part of their role.
4
Steer Mentor/Buddy Handbook, STEER Project, Stirling University
Volunteer Rights and Responsibilities
As a Volunteer you have the Right:
 To be recruited, interviewed and engaged in accordance with equal opportunity and antidiscrimination legislation
 To be provided with an induction to the University and the role
 To have a role description and agreed hours of contribution
 To be provided with appropriate training and support to carry out your role.
 To be given a copy of the Edinburgh Universities Volunteer Policy and any other
policy/procedures that affect your role
 To work in a healthy and safe environment
 To have an opportunity to have your voice heard regarding issues that affect you as a Peer
Support Volunteer
 To have your confidential and personal information dealt with in accordance with the Data
Protection Act
 To carry out Volunteer duties in an atmosphere that is free from harassment, intimidation,
bullying, violence and discrimination5.
As a Volunteer you have the Responsibility to:
5
6

Be reliable, punctual and committed to the Organisation

Respect confidentiality and remain accountable for your actions

Carry out tasks outlined in the role description6

Undertake training as required by the organisation and ask for support when needed
YWCA Scotland, Volunteer Handbook 2011, www.ywcascotland.org
YWCA Scotland, Volunteer Handbook 2011, www.ywcascotland.org

Give notice before you leave the Project

Value and support other team members

Follow the organisation’s policies, procedures and standards7
Edinburgh University Rights and Responsibilities
Edinburgh University has the Right to:
 Expect Volunteers to perform the given tasks to the best of their ability, be prompt and
reliable
 Expect all Volunteers show respect and courtesy towards all students, paid and
voluntary staff
 Release a Volunteer who is not appropriate for the volunteer work.
Edinburgh University has a Responsibility to:
 Set the parameters and guidelines of the Volunteer work positions
 Provide a clear role description and person specification
 Ensure Volunteers have completed all necessary training for the post
 Provide safe, healthy working conditions
 To provide a thorough induction and the training needed to meet the responsibilities of
the role
 Set clear lines of communication about complaints and conflict resolution procedures
 Ensure that concerns of Volunteers are listened to and given due consideration
 Include Volunteers in relevant decision making processes
 Provide regular, effective and relevant support and supervision with a named person
7
YWCA Scotland, Volunteer Handbook 2011, www.ywcascotland.org
 To ensure Volunteers are not out of pocket due to expenses incurred through
Volunteering8
Potential Problem Areas

Peer Support Volunteer and Recipient Student do not bond or feel they are not
suited

Peer Support Volunteer or Recipient Student show a lack of commitment to the
relationship

Either party becoming overly involved

Inappropriate relationship forming

Difficulties due to time/workload constraints

Breaking of confidentiality

Relationship is interrupted due to external circumstances
Dealing with Difficult Incidents
Difficult incidents do not happen often, but it is better to be prepared as far as possible
should something occur during your session. We have tried to cover the most likely
occurrences here, but the unexpected can always happen! If in doubt, a good rule of thumb
is: never try to bluff. If you don’t know something, say that you will find out and come back
next week with a response. If you are not sure whether a request or question is appropriate,
don’t be pushed into making a response on the spot. Check with the Key Contact. The
Complaints Policy will also be made available to both parties should an early resolution not
be found. If you encounter any of these issues, particularly around confidentiality then
please speak with your Key Contact or Katie Scott Peer Support Development Worker with
EUSA at katie.scott@eusa.ed.ac.uk. Volunteers who have concerns or grievances about
8
YWCA Scotland, Volunteer Handbook 2011, www.ywcascotland.org
EUSA, the University of Edinburgh or its staff should follow the procedures laid down on the
EUSA website or via EUSA’s HR department.
Confidentiality:
It is extremely important when joining the University of Edinburgh as a Volunteer that you
are fully aware of the Organisations Data Protection and Confidentiality Policies. These will
be given to you during induction and will provide further information on dealing with
sensitive information and when confidentiality may be breached. Edinburgh University will
not share information about you without your knowledge unless you are assessed to be at
risk. However, overall you should not share any personal information you receive while
volunteering with the University of Edinburgh with anyone out with the organisation unless
this has been authorised by an appropriate member for staff.
Communication:
It is important that as a Volunteer at the University of Edinburgh you stay in appropriate,
agreed contact with your supervising staff member and make yourself available if further
debriefs or training is needed. It is also important to remain in consistent contact with the
students you are supporting weather that be virtually or face to face depending on the
project. Lines of communication should operate in both directions, and should exist both
formally and informally. Volunteers should be consulted regarding all decisions which would
substantially affect the performance of their duties.
Evaluation
EUSA and the University of Edinburgh will be evaluating all their Peer Support Projects.
Therefore from time to time Peer Support Volunteers may be asked to supply their personal
details or opinions in pursuit of providing the best possible service.
Volunteer Support and Recognition
EUSA and the University of Edinburgh believe that Volunteers’ commitment and
performance should be recognised as widely as possible. The Edinburgh Award
(Peer Support Volunteering) is currently available to a limited number of Projects but we
hope to extend this further in AY 13/14. This requires Volunteers to log their hours and also
to reflect on their personal development. You can sign up to the award if your Project is
registered by going to www.eusa.ed.ac.uk/volunteering/awards.
Learning Log/Journal
Keeping a Learning Log provides a valuable opportunity to reflect on your practice as a Peer
Support Volunteer, what has been gained in terms of personal development, what have
been the challenges and how have these been faced. Key Questions;

What was your initial view of Peer Support before becoming involved

How has this view changed

What have been the key successes

What have been the key challenges

What strategies did you develop for dealing with these

What have you learnt personally from the relationship

How do you think your professional development has benefitted from the
experience
Support and Supervision/ Review
Each Volunteer will be given a named person to be their Key Contact and provide them with
whatever support they need. This can be informal, such as a chat at the end of the day or a
structured meeting at a regular time, depending on the volunteer position. Both the Peer
Support Volunteer and Recipient Student (in most Projects) should have separate, regular
support and supervision which will involve appraising the relationship, reviewing each
persons progress and dealing with any issues arising. The frequency of these meetings
should be negotiated at the start of the relationship. The Key Contact may also meet with
the Peer Support Volunteer and Recipient Student together to set and review collective
goals.
Endings
It is extremely important that mentoring relationships work to a clearly defined time
schedule and come to a planned end. This allows both the Peer Support Volunteer and the
Recipient Student to deal with the loss of this relationship, ensures all issues are resolved
and offers a great opportunity to celebrate what has been achieved by the match. The final
meeting may be based around sharing feedback on:

To what extent were the goals of the relationship achieved?

What have been the main learning outcomes for both parties?

What went well, what could be improved, and what are the lessons that have been
learnt from this?

What are the next steps and future opportunities for both parties?
Contact Details
If Peer Support Volunteers or Recipient Students have any further questions about Peer
Support please direct these to their Key Contact or Katie Scott the Peer Support
Development Officer with EUSA.
These are a set of guidelines to support you through the Volunteering process. This is not a
contract of employment and it can be cancelled by either party at any time.