Guidelines

Creating positive experiences that keep our charity thriving

At Helping Hands, our donors are the heart of everything we do. Without their generous contributions, our op shops wouldn’t be stocked, our community pantry shelves would sit empty, and the vital support we offer to those experiencing hardship simply wouldn’t be possible. Put simply — without our donors, Helping Hands would not exist.

Every time someone chooses to donate to us, they’re doing more than just clearing out a wardrobe or decluttering a cupboard — they’re directly supporting families in need, funding our community programs, and helping to provide food relief and essential items to thousands of people each year.

That’s why, as part of our team, you play a key role in making sure every donor interaction counts. For many, dropping off a donation is their very first contact with Helping Hands. That moment — even if it’s just a few minutes — is an opportunity to leave a lasting impression.

A warm smile, a helping hand, a simple “thank you” — it all makes a difference. When donors feel appreciated and valued, they’re more likely to return again and again. And every return visit means more support for our community and more impact from the work we do.

So, whether you're accepting donations, helping out in-store, or simply crossing paths with a donor, remember: your kindness helps build the connection that keeps them coming back. Let’s work together to create an experience that reflects the heart and mission of Helping Hands — every single time.

At Helping Hands, we’re incredibly proud of the compassion, commitment, and heart that each of you brings to our community every single day. Your passion is one of our greatest strengths — and we know how deeply you care about the work we do.

As Helping Hands grows, our op shops and pantries are becoming busier than ever. It’s a wonderful sign of our impact, but it also means more demands on our team. With increased activity, we may occasionally see behaviour that feels disheartening, like people taking advantage of our generosity or attempting to steal. We understand how frustrating that can be.

But here’s what matters most: YOU.

Your safety and wellbeing will always come first.
No item, no matter its value, is ever more important than your personal safety.

Our Commitment: Zero Confrontation

We are asking all team members to take a zero-confrontation approach. This means:

• Please do not approach or confront anyone you believe may be stealing.

• Do not put yourself in harm’s way.

• If something doesn’t feel right, step back, prioritise your safety, and let a manager know.

• If you ever feel unsafe, remove yourself from the situation immediately.

We have processes in place to manage theft safely and appropriately — and none of them require you to intervene directly.

Why This Matters

Your safety and wellbeing always come first. December may be one of our busiest months, but no matter how busy things get, we want you to feel safe, supported, and valued in the work you do every day.

If you have any concerns or need support, please reach out to your manager.

We appreciate you — and we want you safe.

At Helping Hands, every donated item—whether food or goods—is used to support our programs. This may include selling items in our op shops to raise funds, distributing them through our Material Aid or Emergency Food Aid programs, or sharing them with partner agencies to help their clients. With a large team of employees and volunteers on site each day, clear guidelines ensure fairness and efficiency.

If you’d like to purchase an item that has been priced and displayed in our shop, you’re welcome to do so during your break or before/after your shift.

If an item hasn’t yet been priced and displayed, the following rules apply:

• You cannot price items yourself.

• Only a senior or store manager can price items. Pricing reflects the shop’s expected selling value.

• Discounts are at the discretion of the store or senior manager.

• Department supervisors cannot provide pricing—please don’t ask, as it puts them in a difficult position.

• Electrical items must be tagged and tested before purchase.

• Items must be paid for in full at the front counter—no holds or laybys.

• Front counter team members will issue a receipt as proof of purchase.

For safety reasons, team members not permitted in the warehouse unless assigned to work there. This area contains forklifts and vehicles, posing significant OH&S risks.

Following these guidelines ensures fairness, safety, and that all donations are used as intended to support our work. Thank you for your cooperation!

At our McIntosh Street site, we’re proud to operate a Community Dining Room, offering morning tea, a hot lunch, and afternoon tea each day.

• Morning and afternoon tea are complimentary for all team members.

• Lunch is available for $5. If possible, please bring the correct change to make things easier for our kitchen team.

• Lunch Pass Option: For added convenience, you can purchase a Lunch Pass for $25, which covers five meals. Your card will be stamped each time you visit.

Enjoy a delicious meal while supporting the great work we do together! With around 100 people coming in for lunch every day, it’s a great way to connect and see the charity in action firsthand.

Our Community Pantries are a vital resource, providing emergency food aid to those in need. Helping Hands invests over $1 million annually to operate these pantries, with demand at an all-time high.

If you ever find yourself in need of food support, please know that Helping Hands is here for you. As a valued team member, you are welcome to access the Community Pantry if needed under the following guidelines:

• Appointments can be made when needed for a $5 donation per visit.

• If a team member needs to access the Community Pantry, they can do so without a Health Care Card — just visit the office, fill in a registration form and book your first appointment.

• Your visit will include full access to pantry staples, fresh produce, frozen goods, and dairy. If there are items you don’t need, simply leave them with the Pantry team.

• Whenever possible, appointments will be scheduled at 9:45 am or during lunch to avoid client access times. If visiting during client hours, please be patient and respectful. (Please note that team members are not given priority service in the Community Pantry. Team members are required to line up and wait their turn. Please be respectful and mindful of our clients that are in the Community Pantry for their appointments.)

• You must attend in person, but a team member can assist with carrying groceries if needed.

• If you can’t make your appointment, notify the office at 1300 892 010—don’t rely on your supervisor to do it for you.

Important Reminders:

Team members cannot:
🚫 Access the Community Pantry without an appointment.
🚫 Take a ‘few items’ without booking.
🚫 Drop in daily to check for new stock (e.g., bread).
🚫 Use the Community Pantry to grab lunch or drinks.*

* Cold drinks and bakery items are available for team members daily in the lunchroom! You’ll also find fridges throughout the workspaces for your convenience.

Thank you for following these guidelines and ensuring our Community Pantry remains a fair and supportive space for everyone!

At times, we may have a surplus of certain items, particularly perishables like milk, bread, fruit, vegetables, and dairy, due to our limited refrigerated storage. When this happens, the Community Pantry team will move excess items to the donations area, where team members are welcome to take what they can use.

Any remaining items will then be offered to customers to ensure nothing goes to waste.

Thank you for helping us make the most of our resources!