Volunteer Guidelines, Policies, and Resources
This page provides Hillwood volunteers with easy access to current handbooks, policies, procedures, and training resources. These materials are designed to support your work, ensure consistency across visitor interactions, and provide guidance for a wide range of situations you may encounter in your volunteer role.
Handbooks & Core Guidance
Essential reference materials outlining the policies, ethical standards, and expectations that guide your role as a volunteer.
- Volunteer Handbook – Essential policies, procedures, and expectations
- Code of Ethics Handbook – Standards for professional and ethical conduct
Policies & Procedures
Operational guidelines and response protocols to support volunteers in maintaining a safe, consistent, and well-prepared visitor experience.
- Responding to an Incident – Procedures for handling unexpected situations, such as accidents, medical emergencies, and suspicious behavior
- Bee and Wasp Stings – Guidance for responding to insect-related incidents
- Mansion Coat Room Restroom Protocol – Emergency-only restroom access guidance for visitors
- Mansion Coat Check Guidelines for VSVs – Step-by-step instructions for assisting visitors with coats and personal items
- Mansion Bag Policy Guidelines for Docents – Guidance for communicating and supporting Hillwood’s bag policy
- Welcoming Guests with Service Animals – Guidance on providing a seamless, respectful, and accessible experience for visitors accompanied by service animals.
Visitor Engagement
Practical tools and strategies to help volunteers create welcoming, inclusive, and engaging experiences for all visitors, with a focus on families and children.
- Guidelines for Treasure Hunts – Helpful reminders and tips for distributing the popular Treasure Hunts to families and children
- Tips for Children-Friendly Interactions at Hillwood – Practical strategies for engaging confidently and effectively with our youngest visitors