Volunteering

Volunteer Duties for Friday Prayer

Standard operating procedure · Version 3.1 · Effective 20 June 2025

Purpose

This document sets out the standard procedures for volunteers assisting with crowd management and service support during Friday prayers. Its goal is to ensure a safe, orderly and respectful environment for all attendees, and to give volunteers a clear and comprehensive guide to their duties.

1. Professional and welcoming conduct

As a volunteer, you are a representative of the Centre. Your conduct is a reflection of our community's values. Senior volunteers can be identified by their blue high-visibility vests.

• Maintain a positive and helpful attitude at all times.
• Greet all attendees with a smile and offer assistance as needed.
• Actively listen to any concerns and direct them to a senior volunteer.
• Maintain a professional demeanour and dress in a respectful and modest manner.
• Avoid personal conversations or distractions while on duty.

2. Crowd management

To ensure a smooth flow of attendees, volunteers must adhere to the prayer schedule and crowd-control protocols. The Centre holds two Friday prayer sessions:

• First session: from 13:00; the khutbah (sermon) begins at 13:15.
• Second session: from 13:30; the khutbah begins at 13:40.

• If the main prayer hall reaches maximum capacity during the first session, volunteers must close the main doors.
• Upon closing the doors, politely inform arriving attendees that the first prayer is full and direct them to the library area to wait for the second session. This keeps the entrance clear and safe.

3. Friday prayer procedures

Set-up (arrival at 12:30)

• Lay out prayer mats and chairs neatly.
• Set up the room divider for the men's and women's sections.
• Ensure shoe racks are ready and accessible at the entrance.
• Set up and test the sound system and speaker.
• Put up all necessary signs (for example, "Silence please", "Exit").
• Check that bathrooms are clean and stocked with supplies.
• Remove any tables and chairs from the main community space.

Teardown (departure around 14:45)

• Store all prayer mats and chairs properly in the designated storage area.
• Take down and store the room divider.
• Tidy the shoe-rack area and clear any obstructions.
• Turn off and store the sound system and speaker.
• Take down and store all signs.
• Perform a final check of the bathrooms to ensure they are tidy.
• Return tables and chairs to the community space for other activities.

4. Attendees with health conditions

Be mindful of attendees who may have difficulty standing, bowing or prostrating. A small, designated section with chairs should be provided for their comfort and easy access.

5. The prayer service coordinator

This volunteer supports the Imam to ensure the service runs smoothly.

• Assist with any pre-sermon announcements.
• Operate the sound system to ensure clear audio throughout the service.
• Remain near the front to assist the Imam or attendees with urgent questions.

6. The contactless donations assistant

This volunteer oversees the contactless donation screen to facilitate contributions.

• Position yourself near the device to be visible and available.
• Greet potential donors warmly and thank them for considering a donation.
• Be prepared to explain how the device works in simple terms.
• Guide users through the prompts if they need help, without handling their payment card.
• Thank every donor for their generosity.
• Report any technical issues immediately to a senior volunteer.

Safety and emergency protocols

7. Emergency procedures

In an emergency, your calm and swift action is vital.

• Medical emergency: immediately notify a senior volunteer, who will assess the situation and call the emergency services if needed. Clear a path for paramedics.
• Evacuation: in the event of a fire alarm or other evacuation order, follow the instructions of senior volunteers. Calmly guide attendees to the nearest emergency exit and on to the assembly point given at the volunteer briefing.
• Know your environment: before your shift, familiarise yourself with the location of all emergency exits, fire extinguishers and the first-aid kit using the floor plan at the welcome desk (section 9).

8. Emergency contact information

• Emergency services (police, fire, ambulance): 999
• Senior volunteer coordinator and the Centre's contact numbers: given to every volunteer at check-in.

9. Map of the prayer area

The master floor plan of the ground floor is the primary safety and operational plan. It is kept at the welcome desk and shows:

• all entrances and exits;
• all emergency exits;
• the main prayer hall, showing the men's and women's sections;
• the library and overflow waiting area;
• the location of the first-aid kit;
• the locations of all fire extinguishers;
• the designated area with chairs for attendees with health conditions;
• the external emergency assembly point.

Operational guidelines

10. Lost and found

• Collect any items left behind after each prayer session.
• Log each item in the lost-and-found binder, noting its description and where it was found.
• Store items safely in the designated cabinet in the main office.
• Direct anyone looking for lost items to a senior volunteer.

11. Communication

• Use clear, respectful and calm language at all times, even in challenging situations.
• Direct specific questions (for example, about Islamic jurisprudence) to the Imam. Direct operational concerns to the appropriate senior volunteer.
• If you are unsure who to ask, find any senior volunteer for guidance.

12. Feedback and improvement

• We value your input. Feedback can be given to any senior volunteer or by e-mail; a feedback form will follow.
• We also hold monthly volunteer meetings to discuss feedback and make improvements.

13. Scheduling and attendance

• Check-in: on arrival, report to the welcome desk in the main lobby to sign in and receive your assignment.
• Role assignments: your specific duties for the day will be confirmed during check-in.
• Backup: if you are unable to make your shift, notify the coordinator by 10:00 on Friday via the volunteer group. If a volunteer does not show up, the coordinator will reassign duties.
• Minimum staffing: a minimum of six volunteers is required for safe operations.

14. Safety and security

• Capacity: the maximum capacity for the main prayer hall is 250 attendees.
• Suspicious activity: be vigilant. Report any unattended bags, or individuals asking unusual questions about security, to a senior volunteer immediately. Do not confront anyone directly. Follow the "see something, say something" principle.
• Child safety: children should be supervised by their parents. If you find an unaccompanied child who appears lost or distressed, stay with them and alert a senior volunteer.

15. Equipment

Sound system set-up

1. Plug the main speaker into the wall socket.
2. Connect the microphone cable to "Input 1".
3. Turn the "Master Volume" dial halfway.
4. Switch the power on and test the microphone.

Donation device troubleshooting

If the screen is frozen or a payment fails, attempt a simple restart. If the issue persists, place the "Temporarily out of order" sign on the device and report it to a senior volunteer.

16. Cultural sensitivity and inclusivity

• Greetings: a universal greeting such as "Hello" or "Welcome" is appropriate for all.
• Visitor orientation: for first-time visitors, including non-Muslims, politely explain the prayer format, the separate spaces for men and women, and where they may observe respectfully.
• Accessibility: proactively offer assistance to attendees with disabilities, asking how you can best support them.

17. After the prayer

• Attendance counting: the volunteer at the main entrance uses a hand-held clicker to get an approximate attendance number for each session, and reports the numbers to the coordinator before leaving.
• Incident reporting: any safety incidents, major complaints or emergencies must be documented on an incident report form (in the main office) before you leave.
• Security check: the last senior volunteer to leave performs a final walk-through of the premises to ensure all windows are closed, lights are off and doors are securely locked.

A final word of thanks

Your time, effort and positive attitude are the backbone of a successful Friday prayer service. We deeply appreciate your commitment to serving the community and helping create a welcoming and safe space for all. Thank you for your invaluable contribution.

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