Our mission is to provide love and care to children deprived of parental care and to change the lives of the volunteers who love and care for them.
5.0 Supporting Incoming Volunteers
Support incoming volunteers by getting to know them and answering their questions before arrival. Please see the Volunteer Onboarding section for details.
5.1 Preparing Rooms for Incoming Volunteers
Prepare the rooms for each new volunteer.
Please see the Volunteer Arrivals section for details.
5.2 Picking Up New Volunteers
Pick up new volunteers from the airport.
Please see the Volunteer Arrivals section for details.
5.3 New Volunteer Orientation
Conduct new volunteer orientation upon volunteers' arrival at OSSO housing.
Please see the Volunteer Arrivals section for details.
5.4 Activity Program Training
Train new volunteers on the activity program basic training (see the Activities Training slideshow).
Talk them through the principles of the activity program, how activity preparation is done, the amount of time expected to prepare for activities, and how weekly themes are used in creating activities and preparing them for shifts.
5.5 First Shift Training
Accompany volunteers on their first shift.
Please see the Volunteer Onboarding section for details.
5.6 Shift Scheduling
Create and publish volunteer service shift schedules.
Please see the Shift Scheduling section for details.
5.7 Service Modeling
During service shifts, demonstrate exemplary preparation and interaction with the children. All volunteers follow the example and standard set by the DOVEs; therefore, DOVEs must maintain the highest standard during service shifts.
This includes incorporating the weekly theme activities designed by the Activities Coordinator into each shift by thoughtfully analyzing the needs, talents, and interests of the children on the shift they are going to and preparing the activities beforehand.
Each DOVE serves one service shift per day. Exceptions may apply in case of rare or exceptional circumstances.
5.8 Grocery Shopping
Keep the kitchen well-stocked. Accommodate dietary restrictions. There should never be a lack of food in the house.
5.9 Order Lunches
On any day when there are a morning and an afternoon shift DOVEs are responsible for ordering a lunch from a local restaurant to be delivered during the break between shifts. On days when there are not a shifts both in the morning and in the afternoon, volunteers are responsible for their own lunch.
5.10 Dropoffs
When volunteers have finished their service time with OSSO, DOVEs accompany them to the airport to drop them off.
Please see the Volunteer Departures section for details.
5.11 Medical Support
When volunteers are ill, DOVEs support them to get better. If the illness is sustained for a long period of time the volunteer might need to leave the program early and return to their home country to seek medical treatment. If a volunteer's illness requires a visit to or from a doctor, an incident report must be completed.
Please see the Volunteer Health section for details.
5.12 Foster a Positive and Cohesive Atmosphere
DOVEs are charged with creating a positive, kind, and genuine atmosphere amongst the volunteers. This is fostered through positive, respectful communication, modeling committed shift service, kindness, fun traditions, and above all, a focus on OSSO's mission.
5.13 Assertive Leadership
5.13.0 Providing Correction and Feedback
DOVEs provide kind correction and feedback both to the volunteers and to OSSO staff. If there is something that is not working well, or needs correction, DOVEs lead by communicating needed changes kindly and clearly to the relevant parties. Whenever correction is needed, DOVES follow up the correction with even more support and love to foster an uplifting environment.
5.13.1 Support Volunteers' Emotional Health
DOVEs support volunteers' emotional well-being by staying approachable, observant, and responsive. They check in regularly, offer encouragement, and create a safe space for volunteers to share challenges. When needed, they guide volunteers toward additional support resources. Please see the Volunteer Health section for more details.
5.13.2 Support Volunteers' Spiritual Health
DOVEs accompany volunteers to LDS church services and help coordinate with the Operations Coordinator if a volunteer wishes to attend a different church. They support each volunteer’s spiritual choices while reinforcing OSSO’s no-proselyting policy.
5.14 Tracking and Recording Expenses
DOVEs are responsible for carefully tracking all program-related spending and ensuring that all expenses are recorded with a matching receipt. They follow OSSO’s financial procedures and maintain clear, accurate records to support transparency and accountability.
5.15 Themed Activities Purchasing
DOVEs are responsible for purchasing the necessary materials to execute the weekly themed activities.
5.16 Respectful Work Environment
DOVEs work professionally and respectfully under the direction of the Operations Coordinator. They also perpetuate a respectful, friendly environment within the volunteer home.
5.17 Meeting Attendance
DOVEs are expected to attend all regularly scheduled meetings as part of their core responsibilities. These meetings are essential for maintaining strong communication, coordination, and consistency across the volunteer program.
All required meetings and trainings are preset and maintained on the DOVE’s Google Calendar. DOVEs are responsible for regularly checking their calendar using their OSSO-issued email and planning accordingly.
In rare or exceptional circumstances, a meeting may be rescheduled or missed, but this must be communicated in advance and handled with consideration for others’ time and responsibilities.
Volunteer-facing responsibilities—such as incoming volunteer arrivals, onboarding, and training—take priority when scheduling conflicts arise. If a conflict occurs, DOVEs must notify the team as soon as possible so the meeting can be adjusted if appropriate. Meetings are not assumed to be flexible and should only be adjusted when necessary.
Consistent meeting attendance ensures that DOVEs remain informed, prepared, and actively engaged in supporting volunteers and collaborating with staff.
5.17.1 Volunteer Program Director Meeting
A weekly meeting to discuss volunteer-related matters, including scheduling, volunteer health, housing, training, and any emerging concerns. This meeting ensures that the DOVEs and Program Director are aligned in supporting a positive volunteer experience.
5.17.2 Site Coordination Meeting
A weekly meeting with the Volunteer Program Director and the Operations Coordinator to coordinate all logistics, address cross-department needs, and share relevant updates from each area of the program.
5.17.3 Operations Coordinator Meeting
A weekly meeting with the Operations Coordinator to discuss volunteer program needs that fall under Operations Coordinator’s responsibilities, such as transportation, supplies, housing, and maintenance.
5.17.4 HDA Coordinator Meeting
A weekly in-person meeting with the Hogar de Ángeles Coordinator to review how things are going at the orphanage, identify concerns, and collaborate on support strategies for both volunteers and staff.
5.17.5 Themed Activity Meetings
DOVEs participate in weekly SERVE-related meetings and training sessions. Each week, DOVEs are trained on the upcoming Themed Activity to prepare for the following week of service. They are also responsible for supporting and/or leading volunteer trainings, where volunteers are prepared for the same upcoming Themed Activity.
DOVE training meetings may be held either in person or online, depending on the site. All online meetings are conducted via Google Meet.
All volunteer trainings are held in person at the site.
5.17.6 Orphanage Director Meetings
DOVEs attend meetings with orphanage directors as needed to discuss the volunteer program, address specific concerns, and strengthen collaboration.
5.17.7 Volunteer Training and Orientation
DOVEs lead all new volunteer training and orientation meetings. They are responsible for welcoming new volunteers, introducing key policies and expectations, giving facility tours, and preparing volunteers to begin their service with confidence and clarity. Please see the Volunteer Onboarding section for details.
5.17.8 Assistant DOVE Meetings
If applicable, DOVEs meet weekly with the Assistant DOVE to review the English lesson schedule and collaborate on lesson planning and delivery for children. Please see the English Lessons section for details.
5.17.9 Volunteer Check-ins
DOVEs conduct weekly check-ins—either formal or informal—with each volunteer who is serving three weeks or longer. These meetings help monitor emotional, spiritual, and physical well-being while also providing space for feedback and encouragement.
5.17.10 Pre-Arrival Video Calls
Before each volunteer arrives, DOVEs schedule and lead a video call to get to know them, answer questions, and help them feel welcomed and prepared. These calls set the tone for a positive experience and begin building meaningful connections before the volunteer’s service begins.
5.18 Training Incoming DOVEs
Outgoing DOVEs are responsible for preparing incoming DOVEs to assume leadership of the volunteer program at their assigned site.
Incoming DOVEs receive administrative and role-specific training before arrival. The outgoing DOVEs do not need to repeat that training. Their responsibility is to help incoming DOVEs apply what they have learned, understand how the specific site operates, and practice their responsibilities during the designated overlap period.
5.18.1 Coordinating the Training
Before the transition begins, outgoing DOVEs coordinate with the Operations Coordinator to create a training plan. Together, they ensure that all site-specific responsibilities are covered and clarify which parts of the training each person will provide.
The Operations Coordinator helps verify that the training is complete, but outgoing DOVEs are responsible for sharing the practical knowledge and experience they have gained while managing the site.
5.18.2 Pre-Arrival Calls
Outgoing DOVEs meet with incoming DOVEs by WhatsApp video call once each week during the month before their arrival.
These calls are used to:
• Build a relationship with the incoming DOVEs.
• Answer questions about the country, city, volunteer house, and program.
• Explain how the volunteer house functions.
• Provide a virtual tour of the house and important program areas when helpful.
• Introduce the orphanages and other partner organizations at the site.
• Review the purpose, routines, expectations, and current circumstances of each partner organization.
• Discuss site-specific safety information and practical considerations.
• Review written orphanage protocols and other local resources.
• Explain current concerns, changes, or upcoming needs that may affect the transition.
• Help incoming DOVEs understand what to expect during the on-site overlap.
These calls should build on the formal training incoming DOVEs have already received and prepare them to use that knowledge in the local setting.
5.18.3 Written Site and Orphanage Protocols
Outgoing DOVEs maintain clear, current written protocols for each orphanage and partner organization at their site.
These protocols should explain:
• The purpose and structure of the volunteer shift.
• How volunteers are expected to interact with and support the children.
• Site-specific rules, restrictions, and expectations.
• Relevant routines and care practices.
• Activity expectations and preparation needs.
• Communication expectations with orphanage staff.
• Current concerns or circumstances incoming DOVEs need to understand.
• Any differences between official OSSO procedures and the way a particular site must practically implement them.
Outgoing DOVEs review these protocols with incoming DOVEs before arrival and again during the on-site overlap. Protocols should be updated whenever practices or expectations change.
5.18.4 On-Site Overlap and Practical Training
During the overlap period, outgoing and incoming DOVEs work together. The emphasis is on practicing the role rather than repeating theoretical training.
Outgoing DOVEs:
• Walk incoming DOVEs through the house, supplies, equipment, and daily routines.
• Visit each orphanage and introduce incoming DOVEs to relevant staff.
• Demonstrate how shifts are prepared for, led, and followed up.
• Model communication with volunteers, the Operations Coordinator, and partner staff.
• Complete regular DOVE responsibilities alongside the incoming DOVEs.
• Explain how site-specific systems and schedules are managed.
• Allow incoming DOVEs to begin leading responsibilities while providing support, correction, and feedback.
• Review current volunteer needs, unresolved concerns, upcoming arrivals, and other pending responsibilities.
Whenever possible, incoming DOVEs should perform each major responsibility themselves before the outgoing DOVEs leave.
5.18.5 Completing the Transition
Before the overlap period ends, outgoing DOVEs and the Operations Coordinator review the transition together and identify any remaining questions or training needs.
Outgoing DOVEs ensure that incoming DOVEs:
• Can access all required documents, systems, calendars, and communication channels.
• Know where to find current site and orphanage protocols.
• Understand the current condition and needs of the volunteer house and program.
• Know which responsibilities require coordination with the Operations Coordinator.
• Have practiced the primary duties they will perform independently.
Any areas that could not be completed during the overlap must be documented and assigned for follow-up.
5.19 Google Photos
DOVEs should take photos or videos of each volunteer serving with the children at least once per week. These photos are first uploaded to the site’s Pre-Approval Google Photos album, where the DOVEs add comments explaining what was taking place in the image or video. Once approved by the site Operations Coordinator, the photos are moved to the site’s semester Google Photos album.
These photos and stories help document meaningful moments and share the impact of the volunteer experience with the broader OSSO community.
5.20 Complete Volunteer Evaluations
At the end of each volunteer’s service, DOVEs complete a Volunteer Evaluation using the form found on the Handbook Quick Links page.
These evaluations help OSSO recognize the volunteer’s contributions, provide internal feedback, and ensure we have a record on file in case the volunteer applies to serve again in the future.
5.21 Complete Incident Reports
Incident reports are completed in case of something that is out of the ordinary and is cause for concern. These are incidents that happen outside of shift. Concerns that occur during shift are reported via the Post-Shift Questionnaire.
The Incident Report form is found on the Handbook Form Links page.
5.22 Complete Code of Conduct Violation Reports
Code of Conduct Violation Reports are completed when a volunteer violates the Code of Conduct.
The form is found on the Handbook Form Links page.
5.23 Assisting with Outings and Activities
DOVEs attend all OSSO-sponsored outings and activities, modeling enthusiastic participation and supporting volunteers throughout the experience. These outings are organized by the Operations Coordinator, but if they are unable to attend, DOVEs take the lead. DOVEs may also accompany occasional outings organized by orphanages or the Operations Coordinator to ensure volunteer safety and coordination. Assistant DOVEs may lead excursions if the Operations Coordinator and both DOVEs are not available.
5.24 Site Systems and Administrative Maintenance
DOVEs are responsible for keeping site-specific operational information, administrative systems, and materials accurate, current, and accessible. These responsibilities should not be left until a problem occurs.
5.24.1 Scheduled Reviews
DOVEs complete a full review at the beginning of each semester and during each semester break. They also schedule a recurring monthly reminder on their OSSO Google Calendar to review the following:
• Emergency contacts and posted emergency information
• House instructions, notices, and labels
• Required form links and QR codes
• Site-specific and orphanage protocols
• Local orientation and training materials
• Cleaning schedules and semester-break cleaning checklists
• House, first-aid, emergency, and activity-supply inventories
• Printed or digital information that may be outdated
DOVEs ensure each review is completed even when individual tasks are delegated to an Assistant DOVE or volunteers.
5.24.2 End-of-Semester Administrative Review
Before completing their service, outgoing DOVEs:
• Update written protocols for each orphanage and partner organization.
• Update emergency information and other site-specific documents.
• Remove or replace outdated signs, instructions, links, and QR codes.
• Confirm that house, first-aid, emergency, and activity inventories have been reviewed.
• Document unresolved concerns, maintenance needs, upcoming responsibilities, and unfinished projects.
• Ensure incoming DOVEs can access all required documents, calendars, systems, and communication channels.
• Organize local digital and physical materials so incoming DOVEs can find and use them easily.
• Report any organization-wide materials that need to be corrected or updated to the Volunteer Program Director.
These tasks form part of the formal transition to incoming DOVEs and should be completed during the designated overlap period whenever possible.
5.24.3 Local Ownership and Updates
Site-specific materials are created and maintained locally. An Assistant DOVE or volunteers may help create labels, schedules, inventories, or other practical materials, but the DOVEs remain responsible for ensuring that the work is completed and kept current.
Temporary or changing safety information should be communicated directly to volunteers rather than treated as permanent signage. DOVEs confirm current safety guidance and local protocols with the Operations Coordinator.
Changes to organization-wide policies, forms, or standardized materials must be approved by the Volunteer Program Director.
5.24 Other Duties as Assigned
DOVEs may be asked to take on additional responsibilities that support the volunteer program, OSSO staff, or site operations. These tasks may fall outside the scope of the duties listed here but are part of the collaborative, flexible nature of serving in this role.