Onboarding Resources for Visitor Services Volunteers
Welcome to Hillwood Estate, Museum & Gardens! We are thrilled that you have chosen to join our volunteer community and become part of the vibrant world of Hillwood – an oasis in Washington, DC, where history, art, and nature come together.
To support you during the orientation process, we encourage all new Visitor Services Volunteers to review the onboarding materials below. These resources, including volunteer handbooks and guidelines, educational materials, and key reference documents, will help you understand your role, prepare for your first shifts, and build confidence as you engage with visitors.
We look forward to learning and growing with you as you begin your journey at Hillwood.
Volunteer Handbooks
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
Volgistics Training Guides
Step-by-step instructions and access tools to help you manage your volunteer account, schedule, and service hours with confidence.
- Volgistics User Guide – Comprehensive instructions for managing your volunteer schedule, updating your profile, and tracking hours
- Volgistics Link – Direct access to the Volgistics portal for managing your account
- Update Hours from Home – Learn how to log your volunteer hours remotely
Visitor Services Volunteer Guidelines & Procedures
Comprehensive guidance outlining volunteer duties and responsibilities, with practical scripts and clear protocols to ensure professional, welcoming, and safe interactions with all visitors.
- Visitor Services Volunteer Guidelines – Overview of your responsibilities and best practices
- Sample Script for Visitor Orientation – Example dialogue to help you confidently greet and orient visitors
- Communication Skills – Tips for effective and professional interactions
- Welcoming All: Creating an Inclusive Visitor Experience – Strategies to engage diverse audiences
- Best Practices for Navigating Visitor Feedback and Concerns – How to respond thoughtfully
- Responding to an Incident – Procedures for handling unexpected situations, such as accidents, medical emergencies, and suspicious behavior
- Mansion Coat Check Guidelines for VSVs – Step-by-step instructions for assisting visitors with coats and personal items
- Mansion Coat Room Restroom Protocol – Emergency-only restroom access guidance for visitors
- Welcoming Guests with Service Animals – Guidance on providing a seamless, respectful, and accessible experience for visitors accompanied by service animals.
Educational Resources
Background materials, reference guides, and interpretive tools to deepen your knowledge and enhance the visitor experience.
- Visitor Bill of Rights – Understanding the expectations for a positive visitor experience
- Hillwood Resources available to Volunteers – Volunteer continuing education opportunities and key reference materials about Marjorie Merriweather Post, collections, and gardens
- Frequently Asked Visitor Questions – Answers to common visitor inquiries
- Further Study Guide for New Volunteers – Recommended readings and lectures to deepen your knowledge
- Interpretative Approaches to Marjorie Post’s Biography – Guidance and frequently asked questions about Marjorie Post’s story
- Marjorie Merriweather Post as an Art Collector – Post’s collecting philosophy, the development of her French and Russian collections, and guidance for responding to visitor questions and concerns
- Marjorie Merriweather Post as Manager of Staff and Estates – Post’s management of her estates, staff, and artful way of life
- Audio Tour Script – The written script for Hillwood’s immersive mobile audio tour
Orientation Session Presentations
Foundational materials designed to introduce you to your role, responsibilities, and the mission of the organization.
- VSV Orientation Session 1 – Welcome and introductions, the Hillwood Standard, a typical volunteer shift overview, and key guidelines and policies
- VSV Orientation Session 2 – Volunteer logistics and scheduling, Volgistics introduction, visitor engagement best practices, parking instructions, incident response guidance, key resources, and next steps for service