Food Bank Operations

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1 Humanity First Food Bank Operations Contact: 600 Bowes Rd, Unit-40, Concord, ON, L4K 4A3 Tel/Fax: Website: Humanity First is a registered non-profit charitable organization offering disaster relief and human development programs in Canada and across the globe. Charity Registration No RR0001

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3 Table of Content 1. Introduction: Vision & Mission Statement 5 2. Food Bank Programs: Feed A Family Program Feed the Homeless Program 6 3. Food Bank Infrastructure 8 4. Facility Requirement 9 5. Personnel Requirement Intake Coordinator: Inventory Coordinator Delivery Coordinator Delivery Volunteer Team: Delivery Volunteer Code of Conduct Fundraising and Food Drives Fundraising / Food Drive within Community Fundraising / Food Drive from other Sources Food Drives Food Bank Operations Client Registration Food Sorting and Packaging Delivery System Delivery Follow-up Volunteer Management Publicity and Awareness Annexure Annexure 1: Feed a Family - Client Registration Form Annexure 3: Most Needed Items for Food Drives Annexure 3: Volunteer Registration Form Annexure 2: Guidelines for Collecting Funds/Issuing Receipts 30 Humanity First Page 3 of 31

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5 1. Introduction: Our Vision: Humanity First dreams of a future where no one is without shelter, no one sleeps hungry and no child goes to school without breakfast. Until then Humanity First continues to help people living below the poverty line by putting food on their table! Our Mission: Humanity First strives to alleviate poverty and reduce hunger by providing food support to those in need, and creating awareness on issues related to hunger within the community. 2. Food Bank Programs: Humanity First provides emergency and short term support to the low-income individuals and families by providing the following: Monthly Food Security: Monthly food hampers will be provided to walkin clients, as well as, food will be delivered to those for whom reaching the food banks is a barrier. Culturally appropriate food is available for clients from various ethical backgrounds Supplementary Support: Providing supplies of basic needs such as, clothing and accessories, school supplies, healthy snacks for school going children, used computers, etc. Under the above mandate, Humanity First Food Bank located in the city of Vaughan is offering the following two programs to support the less privileged struggling for their daily sustenance: 1- Feed A Family 2- Feed the Homeless Humanity First is offering these programs to residents of York Region communities and GTA areas. Humanity First Page 5 of 31

6 2.1. Feed A Family Program: Humanity First provide food hampers containing non-perishable food items to families and individuals, once a month or depending on their need. The food hampers contain items such as, canned food, pasta, flour, rice, sugar, cereal, juices, tea, coffee, and some snacks. The program recipients are from the following categories: low-income families people on ODSP or on Social Assistance (Ontario Works) new immigrants / refugees seniors students under debt people ill-equipped for regular employment people without stable shelter, battling abuse or other handicaps, or anyone going through vulnerable circumstances and seeking help Clients are also referred by various public service agencies and social workers. Food Delivery Service: Humanity First offers delivery of food hampers to those who are unable to come to the food bank due to any limitation, such as physical handicaps, or unavailable transportation. This service increases the accessibility of the service and is unique in nature. Clients with transportation facility are attended at the food bank within the operational hours by booking appointments Feed the Homeless Program: Each year before the New Year begins; Humanity First reaches out to homeless individuals and delivers hot meals in the spirit of giving during the holiday season in the month of December. Humanity First Page 6 of 31

7 Theme: Dates and Area: Food Bank Operations The theme of this service is named as Fighting Hunger - One Pizza at a Time! The volunteer teams cruise in downtown Toronto with food loaded vehicles to locate homeless in the wide neighbourhood of Yonge and Dundas area on December 24 and 25. Public Awareness: This event is introduced to public through mass messages and press releases. Meeting Location: Food: Humanity First coordinators and volunteers meet at Allen Gardens in downtown Toronto. Each team with a team lead is dispatch with food loaded vehicle to various streets. Each team is provided with a map of streets they should be covering for food distribution. Usually Pizza slices are served to the homeless and needy people. The food package contains two pizza slices in paper boxes with juice and water in a plastic bag. In a spirit of giving back to community, the volunteers from various communities and backgrounds join Humanity First and step out in freezing cold to participate in this good cause when families are enjoying holidays in the warmth of their homes. The two days service lasts for a maximum of 5 hours each day. Humanity First Page 7 of 31

8 3. Food Bank Infrastructure: Humanity First Page 8 of 31

9 Facility Requirement: Food Bank Operations Humanity First Food Bank is equipped with the following resources: 3.1. Telephone helpline for: clients to call and make a request for food support OR various agencies to call on behalf of their clients for food support 3.2. Computers and internet 3.3. Photocopier, printer, fax machine 3.4. Client Database Application or any other system 3.5. Operating Hours: The Food Bank operates 7 days a week with the following operational hours: Monday to Friday 10am to 5pm Saturdays and Sundays 11am to 2pm 4. Personnel Requirement: One main program coordinator is required to administer the Food Bank s programs and activities. Three assistant(s) coordinators are required to carry out general operations and services. For delivery services, a team of delivery volunteers is established in each city/branch or neighbourhood where Food Bank s clients are populated. Personnel Required: 1. Intake Coordinator 2. Inventory Coordinator 3. Delivery Coordinator 4. Teams of Delivery Volunteers Food Bank staff / volunteers work collaboratively to help each other in areas wherever and whenever additional help is required. Humanity First Page 9 of 31

10 4.1. Intake Coordinator: Food Bank Operations Intake Coordinator manages clients requests, prepares volunteer schedules, and maintains daily records. Responsibilities are as follows: 1. Attending phone calls taking messages, notes if required. 2. Checking voic s, conveying messages to concerned individuals, Returning calls. 3. Entering client s food requests in the application database. Upon attending clients, in person or over the phone, ensuring all information of all clients is complete and accurate. 4. Informing clients of the date and time of the delivery. 5. Booking appointments for clients walk-ins. 6. Preparing delivery lists for Delivery Coordinator and teams of each area. These lists should be sent for the upcoming delivery day. 7. Forwarding new delivery list to packaging coordinator for finally getting the food boxes ready. 8. Maintaining each clients file folder with records provided by the clients while registration. 9. Maintaining database of food suppliers / grocery stores / food companies to contact for donations and purchasing if advised by the program director. 10. Housekeeping of the facility, garbage / recycle disposal 4.2. Inventory Coordinator Inventory Coordinator deals with food inventory: merchandizing, warehousing, food sorting and organizing and preparing food hampers/boxes. Responsibilities are as follows: 1. Organizing food pantries, sorting food, shelving, labelling etc 2. Replenishing shelves with inventory from the storage area. Keeping the storage and working area in proper order. Humanity First Page 10 of 31

11 3. Preparing food boxes according to the delivery list of the day. Marking food boxes with clients names and locations. 4. Organizing food boxes for pickup at the main entrance with list and maps of deliveries for drivers. 5. Attending walk-in clients 6. Preparing rice and flour small bags out of the large sacks. Replenish the food pantries. 7. Monitoring food inventory, notifying immediately to main coordinator of items reaching end of stock 8. Housekeeping of the facility, garbage / recycle disposal 4.3. Delivery Coordinator Delivery Coordinator administers delivery system in terms of: recruiting delivery volunteers and scheduling them for delivery service in those areas where Food Bank s clients are residing. This service is done on weekly basis; however additional deliveries are sent based on the nature of the need of the client Team of Delivery Volunteers: The delivery coordinator establishes a network of delivery volunteers. Delivery Volunteers are scheduled on each Saturday for delivering food to the client s residence. They Guidelines for delivery volunteers are listed below: Note: All recipients are informed of their delivery date and time. Recipients have also been notified that volunteers will leave the food delivery at their door-steps, in case if there is no response to the volunteer s phone call or door bell. This discretion is obtained while registering the clients. Volunteers are obliged to keep recipients information confidential. Volunteers are also encouraged to bring all concerning matters to the attention of Delivery Management Coordinator and the Food Bank Coordinator. Humanity First Page 11 of 31

12 A- Upon Arriving at the Food Bank, the Delivery Volunteers Should: 1. Check the recipients list of their area, name, phone#, addresses, and buzz codes. 2. Check for any special comments for any recipient. 3. Count the food boxes and match the number with the list. 4. Some boxes may have additional items outside the box (rice and flour bags, etc); they will have the recipient s name and box number on it. 5. Sign-in at the office before leaving with your contact information so Food Bank staff can follow up with you for any delivery related concerns. B- For Apartment Buildings: 1. Upon Arriving: a. Call the recipient, introduce yourself as Humanity First Volunteer b. Ask the recipient to come and bring any ID to confirm the name of the person requested the food hamper c. Remind them to bring any cart, if they have any, to carry back the food. 2. For People with Physical Disability: a. Park the vehicle b. Call, introduce yourself and then confirm the name of the person requested the food hamper c. Go to their apartment and ask them where they would like you to drop the food, outside at the door step or inside. If the recipient has no one else to receive the delivery and is unable to come to the door, take the food inside with recipient s permission. d. A small dolly or cart can be helpful in delivering the food in apartment buildings. 3. Special Instructions for Volunteers with No Cell Phones: a. Park the vehicle Humanity First Page 12 of 31

13 b. Go to the entrance, ring the buzzer and inform the recipient of your arrival. Then follow the above directions whichever apply. c. If there is no answer to your call, leave the door at the door step. You may ring the management buzzer and ask if the food delivery can be left with them. d. For any deliveries for which there was no answer to your call, inform the Food Bank coordinator to report for the deliveries left at the door. C- For Houses: 1. Follow the same as Section A, part 1, a to d 2. If there is no answer to your call, leave the food at the side of the door step. D- Report: 1. Report to the concerned food bank staff after completeing the job. 2. If there are any concerns, change of information of the clients, or any food hamper not delivered, inform the staff immediately so necessary measures can be taken acordingly. 5. Fundraising and Food Drives: 5.1. Fundraising/ Food Donations within Community: One representative is appointed in each branch, community or organisation who keeps a receipt books and collects monetary or food donations. This representative is required to attain comprehensive information of Humanity First projects and programs, especially of Food Bank. Each resource body holds their own food drives and makes arrangements of depositing food donation to the Food Bank. They can also call Humanity First office for pick up. Humanity First Page 13 of 31

14 For monetary funds collection, representatives are required to follow Guidelines for Collecting Funds/Issuing HF Receipts. (See attached Annexure 3) 5.2. Fundraising / Food Donations from Other Sources: Agencies Food Companies Grocery Stores 5.3. Food Drives Humanity First organizes number of food drives all across Canada every year. They are categorized as follows: 1. Neighbourhood food drive 2. Educational and Business institutions food drive 3. AMJ Youth Organisation s Annual large scale food drive A list of most needed items is provided to all sources running food drives for Humanity First Food Bank. (Refer to Annexure 3) 1. Feed a Family Food Drive Neighbourhood 1. Select a date for the food drive. 2. Choose a neighbourhood to conduct the food drive. 3. Go to and finalize the main intersection and the adjacent blocks in which teams will go for food drive. 4. Print the map and divide the area into sections to assign to each team. 5. Highlight the streets that border and fall within each section assigned to teams. Humanity First Page 14 of 31

15 6. Contact Humanity First National Team to coordinate on advertising the food drive in the selected neighbourhood. Such as: a. posting of food drive signs on street corners b. distribution of flyers to each house (Flyers indicate date and time frame for Food pick up, and also advise donors that they may place the food in a box or bag and mark it with HF and leave the box/bag on the porch on the day of pick up) 7. Get volunteers to go door-to-door and distribute flyers to each house in the selected neighbourhood. 8. On the scheduled date, which should be a few days after the flyer distribution, volunteers should go again and collect the donated items from each house. (It is mandatory to go with Humanity First merchandise, which includes wearing t-shirts with logo, tote bags, receipt books, HF brochures and pens. Volunteers are strictly advised not to go inside the house for collection even if the household invites.) 9. Drop off all donated items to the Food Bank. Food Drive coordinators must arrange transportation vehicles for collecting food from the streets and transferring to the Food Bank. 10. Volunteers at the Food Bank will then sort the food and will dispose of expired donations. 11. Volunteers at the Food Bank will be responsible for further sorting by category (e.g. soups, vegetables, fruits, instant meals, sauces, juice, etc.) and replenishing shelves with newly donated items. 2. Feed a Family Food Drive Educational Institutions 1. Prepare a proposal letter for the school admin, school council, or student council. (sample letters are available upon request) 2. Decide a Date / Time Frame (one or two weeks, or more) 3. Team Building 4. Marketing & Promotion of Humanity First Food Drive: Humanity First Page 15 of 31

16 Get a flyer ready for posting, distribution and ing. (sample flyers are available with Food Bank Staff) Announcements in the school Blurb in newsletters 5. Get the bins ready at the set locations within the facility. 6. Collection of Food 7. Evaluation of Winners: Organizers can also conduct a competition among student groups or classes to maximize the collection. The grade or class scoring highest food collection then receives an award of outstanding achievement. 8. Awards Distribution: Humanity First certificates / awards are presented to school administration and students. 3. AMJ Youth Association Annual Large Scale Food Drive Every year AMJ Youth Organisation launches a massive food drive all across Canada to support Humanity First Feed a Family Program in the month of December. This initiative under this organisation is mainly planned and administered through their head office in Maple, Ontario. This organisation not only runs neighbourhood food drives in every branch / city, but also raises monetary funds to purchase food stocks on large scale from suppliers. The organisation holds competitions among their branches in each region and sets targets to motivate the volunteers to exceed in their efforts. Their food drive teams set out in freezing cold temperature to go door-to-door to collect food for Humanity First Food Bank. Approximately 500 youth participate in this initiative on an average and strive hard to surpass their projected collection goals. In 2009, they collected a total of 165,000 lbs of food, exceeding their initial target of 140,000 lbs. Humanity First Page 16 of 31

17 6. Food Bank Operations 6.1. Client Registration: Individuals and families in need of food support register with Humanity First Food Bank by contacting via: In Person: 600 Bowes Road, Unit 40, Concord, ON, L4K 4A3 By Tel: ext. 0, 2 By There are no requirements for first time food requests; however for subsequent requests proof of I.D for all recipients is required: Any type of I.D Any type of proof to determine family size Clients are registered using the Clients Registration Form available in the Food Bank Application. All clients are informed about the Food Bank s Disclaimer notice. (Sample Registration Form is attached in Annexure) 6.2. Food Sorting and Packaging: 1. At Humanity First Food Bank, food sorting and packing is a routine activity taking place on weekly basis, mostly by the weekend volunteers. However at a time when food donation arrives or any food stock is nearing the expiry date, food sorting is performed on priority basis. Food is sorted and organized properly in shelves making it ready to pack for the clients. 2. Packing of generic boxes for delivery purpose also takes place in advance and around 30 to 40 family boxes are packed and stored in the storage area for weekly deliveries. 3. A list of most commonly used food items is created and is provided to the packing team to prepare generic family boxes. Humanity First Page 17 of 31

18 4. Later on, the staff /volunteers customize each box when final delivery list is ready before the delivery day by checking the special needs or preferences of the client who requested for food. For example, if a client has peanut allergy, the person customizing the box will ensure there is no item packed with peanut products. 5. The food package is prepared while keeping the family size and special need in view Delivery System: 1. Food Bank Coordinators inform the clients of their food hamper s delivery date and time when clients call and place their request for food assistance. 2. Food Bank Coordinators also prepare area based delivery lists with client residential information for each city/ neighbourhood and them to Delivery Coordinators prior to the scheduled delivery day. 3. Rout maps are also printed for each location and are attached to the list for drivers convenience. 4. The Delivery Coordinator plans and administers food delivery services in areas of need. He is responsible for recruiting and appointed volunteer teams to deliver food hampers to those recipients residence for whom coming to the food bank is a barrier. 5. Delivery schedules are made for weekly delivery service. Humanity Food Bank delivery day is every Saturday of the month. 6. Volunteer drivers come to the Food Bank on every Saturday from various regions to pick up their boxes and then are dispatched to the areas assigned to them for delivery. 7. Delivery volunteers are advised to sign-in upon their arrival to Food Bank follow the guidelines mentioned above 6.4. Delivery Follow-up: Humanity First Page 18 of 31

19 1. Once the deliveries are done, the Food Bank staff follow-up with the volunteer drivers for any concerns or problems they may have in executing the job. 2. Routine follow-up is also done with those clients who called for missing deliveries or who show any other concern. 3. Clients survey is also conducted over the phone occasional to ensure their satisfaction with the service that Humanity First is providing to them. 7. Volunteer Management: Humanity First targets schools and local community population providing incentives such as volunteer hours certificates, community service and training opportunities Volunteer Sources: 1. Student Volunteers: Students from local schools who need community hours are scheduled during daily operating hours. Students are also given co-op positions at the food bank. 2. Community OR Agency Referred Volunteers: Individuals looking for community service and experience are given various assignments at the facility, or outside the facility. (Such as: fundraising, research, marketing, compilation of database etc.) By policy, every individual seeking volunteer opportunities with Humanity First is required to get registered by completing a Volunteer Registration Form. (See attached, Annexure 3) In order to run daily general operations throughout the week, a volunteer schedule is created on a monthly basis. Humanity First Page 19 of 31

20 A volunteer log is maintained on a daily basis in order to record volunteer information and their hours of service Volunteer s Responsibilities at the Food Bank: Volunteers, individuals or groups, are responsible for the following: Food sorting, disposing expired food items Organizing the warehouse Restocking shelves/replenishment Packing food hampers for families Assisting with clerical duties, such as answering incoming phone calls, data entry, filing, etc. Divide bulk food bags into smaller packages, making it suitable for food hampers distributed to families. (Such as: rice, sugar, flour) Maintaining cleanliness: Vacuum food storage areas, garbage disposal. Volunteers also participate in food drives, held in neighbourhoods or within various institutions. 8. Publicity and Awareness: 8.1. Flyers/Brochures: Flyers/brochures are created and distributed for public awareness and for promoting Food Bank services in all community centers and agencies Media Articles and Press Releases: Media articles and press releases are released throughout the year on special event, activities or as needed. However Food Bank activities are covered regularly in quarterly published Humanity First Newsletter. Humanity First Page 20 of 31

21 8.3. Reports: Brief reports are prepared on monthly basis. Food Bank annual report is prepared at the end of the year and is included in Humanity First Annual Report of the year. Humanity First Page 21 of 31

22 Annexure Humanity First Page 22 of 31

23 Feed a Family - Client Registration Form Annexure 1 Full Name: Date of Request: Street Address: City: Address: Postal Code: Apt. #: Buz. # (If any): Phone: Home: Cell: Employment Status: Unemployed: Employed: Full Time: Part-Time: Source(s) of income: Social Assistance, EI, ODSP, CPP, OAS, Child Support, or any other: Name and contact information of the worker /contact person from your financial assistance agency: Do you own your residence or rent? Rent: $ Mortgage: $ Family Size (Number of dependants in your immediate family): Please provide family detail below. Attach extra sheet if required. Full Name Relationship to Applicant Age Status Details: student, employed, unemployed, senior, stay-home, etc Allergies or dietary restrictions due to any health issue or religion: How did you learn about Humanity First: Documents Required: Please provide a latest copy of the following: 1- Proof of income, if employed or receiving income support 2- Rental agreement / rental receipt 3- A copy of the picture ID 4- Copy of health cards of the immediate family members or dependants of the applicant Humanity First is not responsible for quality or quantity of food given out. We only pass on upon request what is received as donation. Humanity First does not guarantee any specific quantity or availability of any specific food item. Clients receiving any item from Humanity First are themselves responsible to check the product and suitability for use. If they are in doubt, they must not use the food and discard it. Use of any food item is solely on client's personal discretion. Checking for allergy and avoiding any specific food is solely client's responsibility. Humanity First does not bear any liability what so ever in this regard. By completing this form, the client agrees to accept help and support from Humanity First on these terms and completely and unconditionally indemnify Humanity First in all respects from any liability. Applicant s Signature: Date: Humanity First Page 23 of 31

24 Most Needed Items for Feed a Family Program No. 1 Items Canned Vegetables: Potatoes Peas & carrots Corns Mushrooms Olives green beans etc. 2 Canned Fruit (Pineapple, fruit cocktail, peaches, etc) 3 Juices: Apple, Orange, Mango, fruit drinks Soups and Meals (small and medium cans, heat and serve): Vegetable Chicken Vegetable Chicken Noodle Beef Vegetable 4 Beef Ravioli Canned Meat: Tuna Salmon Sardine Corned beef etc. 5 Note: Items containing pork are not accepted. 6 Pasta 7 Rice, Flour, Sugar medium bags 8 Side dishes, quick to make mac & cheese 9 Cereals, oatmeal, and pop tarts for breakfast Snacks/Dessert: (Cookies, Crackers, Jello, Pudding, pop corns 10 etc.) Bread Spreads: Jams Peanut Butter Nutella 11 Honey, etc 12 Tea / coffee /Evaporated Milk cans 13 Condiments: Ketchup, salad dressings, pasta sauce 14 Oil Annexure 2 Humanity First Page 24 of 31

25 Humanity First Volunteer Registration Form Annexure 3 Humanity First Page 25 of 31

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30 Instructions for Issuing Receipt to Food Bank Donors In order to issue correct receipts and maintain an accurate donor database, the receipt book holder or the person issuing the receipt at the spot MUST follow the instructions outlined below. This is to ensure that donors have received a proper receipt for tax purposes, and it makes the data entry process smooth and accurate. 1. ALL fields must be completely filled out for all donors Annexure 4 DATE: PROJECT: NAME: ADDRESS: Branch) PHONE #: Full Day, Month and Year Indicate which HF project the donation is going towards Full First Name and Last Name Full address (Street Name, Number, City, Postal Code, Full Phone Number with area code DONOR ID #: This number refers to the individuals Donor ID (member code); if Donor ID is unknown, all fields MUST be accurately filled out CVD Code: The CVD code and the card expiry date MUST be recorded when issuing receipts for donations made by Credit Cards If you can provide the donors address, please do so, so we may contact them about future Humanity First projects and events 2. Businesses/Organizations Put the organizations name in the First Name field, and put Inc. in the Last Name field. Complete all of the fields and include the organizations contact person s name and phone number in the comments section. 3. Issuing Receipts: White Copy Goes to the donor Humanity First Page 30 of 31

31 Yellow Copy Goes with the donation money batch Pink Copy Stays in the receipt book 4. Depositing or Submitting Donations Donations collected should be deposited on a weekly basis, or at least by the 29 th of every month. You may submit the donations by depositing it into the Humanity First account at any RBC Bank location, or you can submit it in person to the Humanity First Office. DEPOSIT TO RBC If you have a Deposit Slip book, please fill out the information and submit it with the donation money at RBC Bank (deposit slips are available at the bank as well). If you don t have any deposit slips, you may still deposit the batch at an RBC Bank branch by presenting the Humanity First Transit and Account Number (Transit #: / Account #: ). After depositing the money into the account, you must make a photocopy of the deposit slip and submit it along with the yellow receipts to the HF Office, via mail or in person. (Please send yellow receipts to the Attention of: Dr. Aslam Daud ) IN PERSON - To submit your donation collection, you may choose from the following options: Drop off the donation to the Humanity First Office Call to request for pickup of the donation collection For any questions or concerns, contact via telephone or at: Tel/Fax: or Humanity First Page 31 of 31

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