Volunteering

All of the Suitcase Clinic’s volunteers are required to undergo extensive training before participating in order to understand how the Suitcase Clinic operates and to appreciate the role that they will be playing within it. Volunteers learn how to casework with the homeless and low-income clients who utilize our services through trainings which emphasize a holistic approach towards providing health care to those who need it.

Training occurs in three forms:

1) Health and Medical Sciences 98/198: The Suitcase Clinic
During UC Berkeley’s academic year, those interested in working directly with the clients of the Suitcase Clinic must first take this course.

2) Summer Trainings
If you are interested in becoming involved with the Suitcase Clinic yet are unable to take HMS 98/198 during either the fall or the spring semester, or if you are not currently an undergraduate student enrolled at the University of California, Berkeley, then you may participate in the four day-long training session held every summer (check the News page in the beginning of June for updates on the exact dates of the trainings). This training address all of the fundamental elements covered in Health and Medical Sciences 98/198, including caseworking, security training, clinic policies and procedures.

3) Continuous Issue-Related Trainings
Every once in a while, difficult issues emerge which require more extensive training for volunteers. In these circumstances, all Suitcase Clinic coordinators are required to attend supplemental training sessions led by professional community volunteers. Past trainings have covered rape, security, referrals and substance abuse.

All clinic volunteers must have knowledge of the following clinic information and policies:

  • The Suitcase Clinic’s mission and philosophy;
  • The basic organizational structure of the Suitcase Clinic, how responsibilities are divided and who to ask if questions arise;
  • Training and discussion of cultural sensitivity;
  • Awareness of the limits placed on the extent of information provided by volunteers. Volunteers should not provide legal, medical, or other advice without the approval of licensed professionals. Information can be given provided it is tempered with a statement to the effect of “I think this is the case, but I am not sure we should check with the correct service provider to confirm the information;”
  • Training and knowledge about all of the Suitcase Clinic’s policies, procedures and protocols as enumerated on suitcaseclinic.org, including those of training requirements;

Undergraduate Caseworking

The fundamental agents of the Suitcase Clinic are the undergraduate caseworkers. Their primary role is to serve as the indispensable advocates of our clients, seventy-percent of which are homeless. They are responsible for:

  • Recording the social history of their client via personal interview;
  • Accompanying their client throughout the duration of their visit to a drop-in center, including while waiting for a service and while services are being received;
  • Using the relevant resources to best assist their client with any difficulties or problems they may be experiencing;
  • Acting as a mediator, one who talks to the client as an individual, between the client and the service providers, ensuring that their client has received the services desired;
  • Establishing and maintaining positive client-worker relationships with the people seeking our services;
  • Making referrals to other agencies and services which are unavailable directly at the drop-in centers we operate;
  • Providing follow-up;
  • Serving as an ally to your client and fostering a non-judgmental social environment;
  • Taking an active interest in the welfare of the client and community;
  • Leveling the power hierarchy inherent in the provision of medicine, humanizing the care giving process.

Caseworkers have different roles depending on which drop-in center they choose to volunteer at, but all caseworkers perform an initial social intake on their clients. They interview clients concerning their current and past social backgrounds and provide advocacy and referral information to help clients meet their needs. The caseworker leads their client through the various professional services offered at the Suitcase Clinic drop-in centers, serving as an advocate and a mediator throughout. Caseworkers also provide follow-up and take an active interest in advocating for the client’s well being. Caseworkers neither take medical histories nor perform any medical examinations or procedures. However, caseworkers work directly with health and social service professionals from a variety of fields, and have an opportunity to learn firsthand through this collaboration.

Follow-up is an important part of being a caseworker. It shows clients that we are dedicated to helping them when other people may not take an interest in their day to day needs or their thoughts and feelings. The Suitcase Clinic emphasizes this because we believe health is more than just the absence of disease, but that it also includes mental, emotional, social, and economic well-being. Follow-up allows for a continued focus on this type of holistic care and out reach. Examples of follow-up can include:

  • Taking clients to optometry appointments on the UC Berkeley campus;
  • Meeting them the following week at the drop-in center;
  • Making phone calls or setting up appointments for clients;
  • Dropping off messages for them;
  • Helping clients fill subscriptions when the proper medications are not available at the drop-in center;
  • Grocery shopping for elderly or disabled clients;
  • Simply meeting somewhere to chat.

The Suitcase Clinic is only one of many different organizations in the area that provide assistance to those in need. Caseworkers are encouraged to make referrals when they find that their clients need additional resources to those available at the Suitcase Clinic drop-in centers. These often include handing out information on finding housing, job training, dental care, and meals along with many others. Referral information is continuously updated and compiled for easier access by caseworkers on-site.

If you are uncomfortable or unsure of anything, just ask! Clinic Coordinators, Volunteer Coordinators, and other veteran volunteers are there to help.

Professional Volunteers

The Suitcase Clinic always has a need for professional volunteers from the community who are willing to contribute their time. We seek professionals from a variety of disciplines, from medical doctors to chiropractors to optometrists to trager and massage therapists to haircutters to foot washers. In addition, we are always open to implementing new services for our clients. Professionals do not need to know all of the aforementioned policies because an appropriately trained caseworker accompanies our clients throughout their stay at Suitcase Clinic drop-in centers; however, the more professionals can be made aware of the Suitcase Clinic’s policies, the easer it will be to enact them. Professionals should nevertheless be made aware of the policies in which they are integrally involved, such as reporting abuse.

Intoxication

No volunteer can volunteer at Suitcase Clinic drop-in centers if under the influence of alcohol or drugs, or under any condition that may impair their judgment or ability to perform assigned tasks. Furthermore, no volunteer will be allowed at Suitcase Clinic drop-in centers if they have alcohol on their breath, regardless of whether they appear intoxicated.

Dress Code
We all want to look good. It makes us feel good about ourselves. However, it is important to remember the attire we wear not only communicates ourselves to others, but poses possible risks in critical incidents involving sexual harassment and physical violence.

Although the Suitcase Clinic does not prohibit certain attire, we want all of our volunteers to be aware of the potential risks their clothing may create. When dressing for volunteering at Suitcase Clinic drop-in centers, please consider the possible repercussions (such as increased incidence of sexual harassment) wearing the following articles of clothing may incur:

  • Skirts of any length
  • Short shorts
  • Low cut shirts
  • Tight shirts
  • Mid-riff revealing shirts

Please also be aware of other articles of clothing that a client could potentially use to injure you. These include:

  • Earrings
  • Glasses
  • Ties/scares/necklaces
  • Restrictive or loose clothing
  • Certain types of shoes (can they move quickly?)
  • Accouterments (keys, piercings, rings, bracelets)

It is not necessary to change your fashion habits entirely. We are only asking you to be careful and thoughtful for your own physical safety and mental well-being.

Confidentiality
Confidentially is of the utmost importance for our clients, enabling them to have trust and confidence in the Suitcase Clinic. It is the policy of the Suitcase Clinic to adhere to strict confidentially guidelines. Clients and their cases or problems will not be discussed outside of Suitcase Clinic drop-in centers or within hearing range of others at Suitcase Clinic drop-in centers unless the clients give permission for such discussion. Discussion of a client’s problems is acceptable within the confines of Suitcase Clinic drop-in centers when discussion is needed to aide the client.

You will often be asked to describe your experiences at the Suitcase Clinic drop-in centers. In these cases, keep identifying client information to a minimum. Assume that clients do not want others to know they went to a Suitcase Clinic drop-in centers. Some of our clients are active participants in the organization through the SHARE program. These individuals are often discussed at Suitcase Clinic meetings and events because they are a part of the organization; however, their personal histories, service needs, and medical problems are not open for discussion without their permission.

Violation of patient confidentially will result in a warning and possible termination of the volunteer’s role at the Suitcase Clinic.

It is expected that volunteers will follow these guidelines:

  1. Never discuss a client’s name or detailed description with family or friends, even clients you know personally. Even their presence at Suitcase Clinic drop-in centers should not be acknowledged;
  2. Never discuss clients by name with co-workers in a public place;
  3. Never discuss one client in the presence or hearing of a staff member or another client. Go to a private area to discuss anything about a client at a Suitcase Clinic drop-in center;
  4. Never tell anyone over the phone or in person if a particular patient is, or has been, at a Suitcase Clinic drop-in centers, even if they say they are a boy/girl friend, spouse, friend, or relative. That is confidential information;
  5. When taking a phone message, never say or imply that a particular person is present. Offer to try to find the patient if he/she is present and deliver a message, but state that you are not allowed to say if he/she is there or not;
  6. If visitors arrive for patients, follow the same rule. Do not assume that the reason of the visit is in the best interest of the patient. Do not admit or imply that the patient is at a Suitcase Clinic drop-in center. Try and find the patient and let him/her know that someone is looking for him/her;
  7. Media and public relations materials should not include photographs or information about clients without their expressed written permission.

Safety and Emergency Procedures
There are a few basic safety procedures that every volunteer is required to learn and adhere to, in addition to some common sense guidelines:

  1. All officers are required to have emergency contact numbers programmed into their cellular telephones at all times;
  2. Contact information should not be given out to clients. If a caseworker needs to be contacted, a client can do so through the Suitcase Clinic voicemail and/or email systems. Deviations from this general rule should be done so with full knowledge of the consequences and dangers involved;
  3. The Clinic Coordinators will keep a log book for every Suitcase Clinic drop-in center session. Included in this book will be any action and uncomfortable situation that was reported that night, a general summary of how that evening went, and a record of any “noteworthy information.” “Warnings” (defined below) will also be included in the log book.

In preparation for threats to Suitcase Clinic personnel, staff should:

  1. Be aware of his/her physical environment;
  2. Be aware of his/her own physical and emotional state because this can affect how he/she will react in threatening situations.

Suitcase Clinic drop-in centers personnel should also identify and assess:

  1. Changes in behavior from the clientele in order to see whether or not threats can be taken care of before they become a problem;
  2. Whether or not there is a specific identifiable problem that can be resolved before a situation escalates.

In cases of threats to drop-in center personnel, staff members should:

  1. Make an effort to separate the threatened personnel from the threatening client;
  2. Stay out of kicking/physical contact distance from the client;
  3. Avoid physical contact with the client. A client or volunteer may feel threatened by it;
  4. Avoid involvement in a “shouting match” with the client. If the personnel lowers his or her voice, the client will usually follow;
  5. Speak briefly and clearly. Calmly tell the client what he/she needs to do in order to receive services. Explain that if he/she cannot abide by the policies, they will have to leave;
  6. Inform clients that threats will not be tolerated, and continuance will result in suspension;
  7. Eliminate outside stimulus, such as crowds;
  8. Notify a Clinic Coordinator of volunteer with more experience if other efforts at calming a client are futile;
  9. Notify security personnel if necessary;
  10. If all else fails, call 911;
  11. Write a description of the incident and persons; a copy of this written record should be kept at the General Clinic in the client’s record, such that no one stumbles blithely into a dangerous client. Build on past knowledge.

Liability

The University of California neither provides any insurance coverage nor is held liable for any element of the Suitcase Clinic. All participants, voluntary or otherwise, must sign a Waiver of Liability, Assumption of Risk and Indemnity Agreement, which will be kept on file by the Administrative Coordinators of the Suitcase Clinic. All licensed professionals working at the Suitcase Clinic drop-in centers are required to provide their own Liability Insurance coverage. If a client receives improper care from a professional, the professional will be held responsible for any lawsuits that result. Coverage for physical damage that occurs at a drop-in center will be covered under the affiliated institution’s insurance policy. The Suitcase Clinic will be responsible for compensating the affiliated institution for physical damage in cases of staff negligence.

In the event of any accidental injury, 911 or (510) 642-3333 should be called immediately. An Accidental Injury Report will be completed by an available Clinic Coordinator, or in their absence by any present officer.

In the event of a crime (intentional injury, theft, sexual assault, etc.), 911 or (510) 981-5911 should be called immediately. A Crime Assessment Report will be completed immediately by an available Clinic Coordinator, or in their absence by any present officer.

For easy access to all emergency numbers and protocols, print out a copy of our Quick-Reference Guide for Emergencies.

In the case of an incident which needs to be reported to the police:

Off-campus/ Clinic Incidences: Berkeley Police Department

If it is an emergency, dial 9-1-1. Examples of emergencies include: robbery, mugging, burglary, in progress car break-in, automobile accident, fire, or any other dangerous or violent crime that is happening around you. If it is a non-emergency, call the Berkeley Police Department’s dispatch at (510) 981-5900. Examples of non-emergency calls include: Reporting a break-in that occurred several days earlier, reporting vandalism where you did not see a suspect, reporting a loud party, or theft report with no known suspect.

If you call 911 from a cellular telephone, your call is directed to a California Highway Patrol Dispatcher, who takes the call. Once the dispatcher has taken the call, they will then contact the Berkeley Police Department and have them respond. Unfortunately, this additional step lengthens the amount of time it takes for police to respond. For a faster response from a cellular phone, you can call Berkeley Police Department’s Emergency Dispatch number directly at (510) 981-5911.

When you call the dispatcher, they will ask you questions in order to ascertain the nature of the crime and the description of the persons involved. All of the questions a dispatcher asks are done to assist a responding police officer in handling the call. Some things to keep in mind when talking to dispatchers are listed below:

  1. What is occurring?
  2. Where is the incident occurring?
  3. Is there a weapon involved?
  4. How many people involved?
  5. What is the physical description of the people involved?
  6. Is there a car associated with the incident?
  7. What is the color, make, model, or license plate number on the car?
  8. Is there anything unique about the car (damage to one side, bumper stickers, etc.)?

Each beat has different officers that work there depending on the time of day and day of the week. To find your beat officer see our current beat officer page. To see which beat is associated with your address, take a look at the beat map.

If you would like to commend a Berkeley Police Department employee you can write an email using the comment form. Simply check off the “Praise” box on the form and describe the event. This letter will be forwarded to the employee and his or her supervisors.

You may also mail a commendation to the following address:

Chief of Police
Berkeley Police Department
2100 Martin Luther King Jr. Way
Berkeley, CA 94704

If you would like to complain about an employee, you may file a personnel complaint. This is any charge against an employee of the Police Department that is made to protest an action taken or omitted by the employee. If you would like to make a complaint between 8AM and 5PM, you may call Internal Affairs Bureau at (510) 981-5706. At all other times commanding or supervisory officers at the Public Safety Building can take complaints. If you desire to do this, call (510) 981-5900 and state, “I want to make a complaint against an employee of the Police Department.” The call will then be transferred to the appropriate person to take the complaint.

When you speak to a member of the Internal Affairs Bureau, they will explain the complaint process and provide you with options on how to proceed. The Chief of Police makes the final decision as to the disposition of the complaint and will inform the complainant of his findings.

You may also file a complaint with the Police Review Commission by calling them at (510) 981-4950.

Police Reports are available for a fee at the Berkeley Police Department or by U.S. Mail. Fees are based on the number of pages of the Police Report, except auto collision reports, which are $10. Collision reports are only available to the parties involved in the collision or their designated representatives. Authorized representatives must have written authorization to obtain a copy of the report. Written report requests should include the date/time of the incident, report number, and location of the incident. Mail your requests to:

Berkeley Police Department
Attn: Records Bureau
2100 Martin Luther King Jr. Way
Berkeley, CA 94704

On-campus Incidences: University of California Police Department
The University of California Police Department is the primary agency for reporting and investigating all crimes that occur on Berkeley campus property. UCPD coordinates responses to crime in adjoining jurisdictions, when requested to do so.

In the event of an emergency, call 911 from anywhere on campus, or call 642-3333 from a cellular phone. To report a crime that is not in progress, or for information, call UCPD at 642-6760. UCPD has personnel available at all times to receive requests for assistance or reports of crime. There are some very good reasons, in addition to prosecuting criminal activity, to promptly report crime.

Information about certain types of crime may affect the safety of others. These crimes include murder, rape, sexual assault (identity of victims is kept confidential), burglary, robbery, and motor vehicle theft. Timely notification about these crimes will be made to the campus community through the Public Information Office. Your report will help UCPD maintain accurate records of the incidence of crime on campus.

“Is This An EMERGENCY?”

When you call the police to report a crime, the dispatcher will first ask you the question above. For your safety, be prepared to answer all the questions the dispatcher asks you – and be specific – Don’t downplay the importance of your call. Here are points to immediately consider when reporting a crime:

  1. Is anyone’s life or safety threatened?
  2. Does anyone need medical assistance or an ambulance?
  3. Is the suspect still there? (If so, make sure the dispatcher knows this.)
  4. Does the suspect have a weapon? What kind?

Crimes in progress or involving life threatening circumstances receive the highest priority response. If the crime is still in progress, do what you can to ensure your own safety first. If you are outside your home, get to a public area – an open store, a restaurant or hotel. If at home, go to a safe area of the house, or go outside.

Police need to know basic information about the crime. Expect to hear these types of questions:

  1. Where:
    • Where are you now?
    • Where did the crime happen?
    • If the suspects are gone, where did they go? In what direction?
    • Did they use a car or some other transportation? Did you get the license number?
  2. What:
    • What exactly happened or is happening? Describe the situation in complete detail. (e.g. “Someone has just broken my window and is inside my house…”)
    • What are the suspect’s physical characteristics? (race, sex, height, weight, hair color, etc.)
    • What was the suspect wearing? (distinctive colors or clothing?)
  3. When:
    • When did the crime happen – Is it still in progress (This is very important – it may determine the level of response.)
  4. Who:
    • Who are you? What phone number are you calling from?

Remember, don’t hang up the phone until the dispatcher tells you to do so. You may be put on hold while the dispatcher contacts emergency vehicles.

SPAD
As all of our service providers are volunteers, we hold a dinner to thank them for taking their time to be a part of our organization. The Service Provider Appreciation Dinner (SPAD) is held at the end of every year to thank all of the professional service providers for their time and dedication over the course of the past year, and to commend graduating seniors on all of the time and effort they have invested in our organization. This dinner is held not only for the professionals who help run our various services, but also the students that play a vital role in the running of the clinics.

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