Crisis at Christmas essential information

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Section 1: Before you volunteer

When is Crisis at Christmas open?

The centres are open by 12 noon on Friday 23 December and close at 11 am on Friday 30 December. 

Some are day centres, which are open from 9.30 am till 9 pm. The other centres are residential centres, open 24 hours, and provide sleeping facilities for guests.

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Where are the centres located?

Crisis is a national charity however our Christmas centres currently only operate in London and Newcastle. We hope to open Christmas centres in other locations in future years. To apply for Crisis at Christmas in London please fill in our online application form. If you wish to volunteer in Newcastle please contact us.

Our centres in London are in zones 1-3. They are located in buildings that are donated to Crisis for use over Christmas only, such as schools, colleges and empty buildings.

Our day centres will be in North London, Stratford, Bermondsey, Hammersmith and Deptford. For security and confidentiality reasons we can only release full addresses to volunteers when they have been confirmed at particular centres.

Our residential centres' locations are not yet confirmed, but all will be in London zones 1-3. As soon as this information is available we will send out details by email to those who have shifts assigned.

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What are the different centres?

In 2011 we opened five day centres year for guests who have some sort of existing accommodation, such as hostels, B&Bs or staying with friends. These centres opened from 9.30am to 9 pm, providing breakfast, lunch and dinner for all guests as well as learning opportunities, activities, entertainment and essential services. The day centres cater df or 100 to 200 guests each.

One of the five centres was the Deptford Reach Day Centre, which is a much smaller centre and open year-round. Crisis at Christmas volunteers enabled the centre to stay open over the Christmas period. The day centres are open to all. If a guest is assessed to be in need of more specialist services, they may be referred to the appropriate residential centre.

We opened three residential Centres in 2011 for guests who are most in need of essential services. There was a rough sleepers centre, a dependency centre (for those with alcohol or drug dependencies) and a women's centre for vulnerable women. These centres were open 24 hours and provided sleeping facilities as well as the full range of services and activities.

In 2010 we opened an additional residential centre that focused on providing an appropriate environment for the longest standing rough sleepers. We are working with our partners in the homelessness sector to review our plans for this centre.

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What roles can I apply for?

You can either sign up as a General Volunteer or join one of our Service, Logistics or Activities teams. More information about the different roles at Crisis at Christmas.

If you have relevant professional skills and experience in one of our specialist areas we really need your help, so please sign up in the appropriate section.

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Is there an age limit for volunteers?

General Volunteers must be aged 16 or over by 22 December 2012. If you are 16 or 17 years old, you must be accompanied by a parent or guardian over the age of 25 on your shifts. If this applies to you, please ask your parent / guardian to apply first and make a note of their reference number. When you apply as an under 18 year old you will be asked to submit your parent / guardian's reference code before you can continue your application. Please note that you will only be permitted to sign up to the same shift and roles as your parent / guardian. There is no upper age limit for volunteers.

Service, Activities and Logistics Volunteers must be aged 18 or over. There is no upper age limit.

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Do you need any qualifications or experience to volunteer?

You do not need any experience or qualifications to be a General Volunteer.

Some Service and Activities Volunteers are required to have specialist skills, qualifications and appropriate insurance before they can apply and, if so, volunteers must provide proof of these. Specific requirements are clearly stated under each service in Step 3 of the online application. More information about the different services.

Please note that food safety training is available through Crisis for those who want to volunteer in the Crisis at Christmas kitchens, and MIDAS training is provided for those who want to drive our minibuses.

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How much time do I need to commit?

All volunteers are required to do a minimum of two shifts across the week on two different days*.

*Note for Service and Activities Volunteers: Although we encourage all volunteers to sign up for at least two shifts, it may be possible to volunteer in some services for just one shift, or two shifts on the same day, depending on shift times and volunteer numbers.

*Entertainment Volunteers can sign up for one shift and do not have to volunteer for a whole shift. During the application process, you are asked to let us know the hours you would like to perform within.

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Is there a deadline for applications?

We strongly suggest that all volunteers apply early to ensure that they receive their preferred shifts. Once we have assigned the appropriate number of volunteers to a shift, it will not be possible to select it during the application process.

  • For General Volunteers, we will be closing down the shifts as they fill up, so we strongly urge you to apply as soon as possible in order to ensure you are able to volunteer.
  • For Service, Activities and Logistics Volunteers we need to close recruitment up to two weeks before we open CC, depending on numbers. Some services can only accommodate a limited number of volunteers, so please apply early to avoid disappointment.

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How do I select my volunteering shifts?

You can choose which shifts you would like during the application process. Please only choose shifts you can definitely attend. If a shift is full it will not be possible to select this on the application form.

When we receive your application online we will, in most cases, assign you immediately to the role and shifts that you have selected. We will confirm this by email within 10 working days. In some cases we may not be able to assign your role and shifts immediately, especially for Service and Activities Volunteers, or we may need to reallocate you to an alternative shift, but we will keep you informed by email. 

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Do some shifts need more help than others?

Most definitely! We always struggle to find enough people to cover the period 27 to 30 December for all volunteer roles. Night shifts in the residential centres are also particularly difficult to fill.

We often need more volunteers on the morning shift on 23 December. This is a vital shift in the Crisis at Christmas week as volunteers help with the last-minute preparations before opening, making sure everything is in place and the centres are welcoming and comfortable for our guests.

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Will you assign me a centre or can I choose?

We have to assign the appropriate number of volunteers to each centre in order to open Crisis at Christmas. If you can be flexible on location, please help us by selecting the 'No Preference' box in Step 4 of the application, as this will allow us to assign you to a centre that still needs volunteers. This applies especially to Service and Activities Volunteers. If you select 'No Preference', you will be notified when you have been assigned to a centre.

Some services are based either at the Hub or a specific Crisis at Christmas centre, rather than in all centres. You will find details of location under each specific service.

  • Entertainment Volunteers will have the flexibility to go 'on tour' and travel around our London centres.
  • All Logistics Volunteers will be located at the Hub.

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I was a guest at Crisis at Christmas; can I apply as a volunteer?

We welcome former guests as volunteers. Please note you may not be a guest and a volunteer in the same centre in one year. If you would like to discuss any issues surrounding this please contact us.

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Can I volunteer with my partner/friend/relative?

For General, Activities and Logistics Volunteers this is possible. If you wish to apply with a friend you will need their application reference code. By submitting their reference code, you will be allocated the same role, shifts and centre. You can adjust these shifts (for example by adding or subtracting shifts) later in the application. If a friend wishes to apply with you, please make a note of your application reference number and ask them to submit this when they apply.

If you are under 18 years old your parent / guardian will need to apply first and you will be asked to submit their reference code when you submit your application.

Please note that Logistics Volunteers may be assigned to a number of different tasks once they arrive at the Hub. Whilst you can apply with a friend and travel to your shift together, we cannot guarantee you will be assigned the same tasks.

For Service Volunteers this is only possible if both people are volunteering for the same service and have the appropriate qualifications and insurance, if applicable.

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Does Crisis provide insurance for volunteers?

Crisis volunteers are covered by our public liability insurance, which covers ‘legal liability to third parties as a result of bodily injury, property damage, obstruction, trespass or nuisance'.

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Section 2: Preparing for Crisis at Christmas

What should I do once my shifts are confirmed?

As part of the application process you will have received a unique login and password that will allow you to access the online community for Crisis at Christmas Volunteers. Crisis Community contains general information and updates on Crisis at Christmas and has:

  • Information about your shifts, role and any events you are invited or signed up to attend. 
  • Information on the Crisis at Christmas centre where you will be volunteering, including maps.
  • Feedback forums where you can post comments or pose questions to other volunteers.
  • A discussion board to help arrange transport (via car-sharing) 
  • Blogs, news updates and more information about Crisis and homelessness

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Do I need any training before Crisis at Christmas?

All new General Volunteers and volunteers who have not volunteered at Crisis at Christmas in the past five years are invited to attend one of the New Volunteer Induction Sessions, held in November and December. This is your chance to find out what volunteering will be like from fellow volunteers. The sessions last two hours and you will be able to ask any questions at the end.  During the application process you will be asked to select your preferred date for this. We strongly recommend that all new General Volunteers attend one of these sessions.

All Service and Activities Volunteers are invited to attend briefing sessions specific to their areas, which will also include a general overview of Crisis at Christmas. New and past volunteers should attend this briefing to learn about changes to your services this year. Please note that new Service and Activities Volunteers do not need to attend the New Volunteer Induction Session for General Volunteers, but we strongly recommend that you do attend your specific session. 

Catering Service Volunteers need a Level 2 Food Safety qualification. If you do not have this you can attend a one-day course at the Crisis offices. These will be held on some weekend days in November and December. You will be able to select your preferred date for training as part of your application.

All Drivers will be required to attend one of our Transport Briefings in December. You will be able to select your preferred date before you submit your application online. Drivers will have the option of signing up for MIDAS training (Minibus Awareness Scheme) as part of the application process. This qualification is required for all Driver volunteers who will be driving minibuses through the week.  

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Do you provide transport for volunteers?

Due to limited resources, volunteers will need to make their own transport arrangements to and from the centres at the beginning and end of shifts. If you need to travel between centres during a shift, transport will be provided. 

We recommend that volunteers use public transport if possible, as parking is often limited in and around the centres. As there is no public transport on 25 December and a limited service on 26 December, we appreciate that driving may be the only option on those days. Parking restrictions are normally lifted on 25 and 26 December, but please check this before you travel.

Car pools and lift-share opportunities will be posted on Crisis Community. When you have been assigned your shifts, please log on to find out if there are any in your area.

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Do you provide Crisis at Christmas accommodation for volunteers?

We are unable to do this, but we do try to negotiate discounted rates with hotels and hostels close to the centres. Information will be posted on Crisis Community as soon as rates become available

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Will there be parking at the centres?

In most cases it will not be possible to park at the centres as the space is often limited. We will provide as much information about parking options as possible when we have confirmed the location of each centre. You can also check online for parking options in the area around the centres.

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Will I have to pay the Congestion Charge?

The Congestion Charge is waived on public holidays and the days between Christmas and New Year. On other days the Congestion Charge will apply. Visit Transport for London's information about congestion charging.

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Can I claim back my travel expenses?

Unfortunately, the large number of volunteers involved in Crisis at Christmas means that we do not have the resources to reimburse travel costs.

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Can I change or cancel my shifts?

We urge you to apply only for shifts that you will definitely be able to attend, and to stick with the shifts that are assigned to you. If you are forced to change or cancel your shifts, please log into Crisis Community to do so. The more advance warning we have, the better we can manage the rotas. Please note that we will not be able to change your shift to one that is already full.

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What should I do if I have a question?

We receive thousands of enquiries in the run up to Crisis at Christmas. As a charity with limited resources it is difficult for us to meet this demand. Please help us by ensuring that you have read this essential information thoroughly before contacting us.

Crisis Community also contains a wealth of information about Crisis at Christmas and your individual volunteer placement.

If you cannot find the information you need, you can contact the volunteering team by emailing Crisis at Christmasvolunteering@crisis.org.uk or calling us on 0300 636 1000, but please note that we are extremely busy, especially in December, trying to get everything done to open the centres on time. If you do contact us, please be patient.

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Section 3: During volunteering

What happens when I arrive for my first shift?

You need to sign in at the entry point for volunteers. Please don't forget to bring your shift confirmation which contains a unique barcode that helps us to identify you on the day. It's really important that you are checked in properly as we rely on this information to know which volunteers have attended their assigned shifts and monitor our non-attendance rates.

Once you have signed in you will be given a badge that will identify your role; white for General Volunteers, white with orange rim for Service Volunteers and white with a yellow rim for Activities and Entertainments Volunteers. Volunteers who are fluent in a language other than English will be given the appropriate flag to display on their badges.

  • General Volunteers should go straight to the designated volunteer area for a briefing from the Shift Leader. You will be assigned a task after the briefing.
  • Service Volunteers should go to the shift office after signing in so that they can let the Service Liaison Volunteer know they have arrived. You should then go to the area designated for your service. The Service Liaison Volunteer will be available to provide information and support throughout your shift.
  • Activities Volunteers should go to the designated volunteer area, where the Activities Organiser will provide a briefing at the beginning of the shift.
  • Entertainments Volunteers should go to the shift office after signing in to let them know that they have arrived. You should then go to the Entertainments area where the Entertainments Organiser will help you to set up.
  • Logistics Volunteers should sign in at the warehouse reception desk where they will be told which part of the Hub Centre you need to go to. You will receive a full briefing before your shift starts.

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Can volunteers use the services at Crisis at Christmas?

Services are strictly open to guests only, with two exceptions. Volunteers can use the service provided by the Samaritans and they can attend the AA, CA and NA meetings.

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Do you provide food for volunteers?

Yes we do, but we are not able to resource enough food to provide the same meals for all guests and volunteers. To ensure that we are able to provide food for everyone, we have to operate two systems:

  • All volunteers will be provided with hot soup and bread. Depending on food supplies, the chef may also be able to provide a pasta or rice dish, but this is not guaranteed. If any volunteers have specific dietary requirements, we recommend that they bring snacks and appropriate food items with them. Please note that if food items are brought to the centres, these must be consumed in the volunteer area only. We ask all volunteers to eat a meal before coming to the centres to start their shifts.
  • Guests will be given breakfast, lunch and dinner in all centres.

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