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

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 – Key reference materials about Marjorie Merriweather Post, collections, and gardens

Frequently Asked Visitor Questions – Answers to common visitor inquiries

Further Study List 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

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.

Materials are forthcoming