Thanks for joining the Student Volunteer Army’s nationwide response to COVID-19. During the pandemic, many of us can still go to the supermarket but for some people there are barriers.
This is where you come in.
This is where you come in.
Grocery Training
Introduction to the Grocery Delivery Service
COVID 19 and keeping yourself safe
Your support is hugely appreciated and we love that you want to get involved and help essential services in Aotearoa.
Now that you're part of the SVA, you're part of our whanau and that means your wellbeing is the most important. We want you to be safe and well during this time to help our essential services.
Now that you're part of the SVA, you're part of our whanau and that means your wellbeing is the most important. We want you to be safe and well during this time to help our essential services.
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- Wash your hands and Sanitise: It's really important that you use good hygiene. Regularly wash and thoroughly dry your hands and apply hand sanitiser. Always use good cough and sneeze etiquette by sneezing or coughing into your elbow.
- PPE: You must wear the appropriate 'PPE' (Personal Protective Equipment) that is required at all times.
- Social distancing: We strongly encourage that you ensure you're practising social distancing by maintaining 2 metres (3 is even better) between yourself and others and not being in physical contact with people that are not in your bubble.
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For information on how to keep yourself and others safe, visit covid19.govt.nz, New Zealand's 'Unite Against COVID-19' website.
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Who is eligible for the grocery service?
Those who are eligible are:
- New Zealanders aged 65 or over,
- Those that work in essential services;
- Those in self-isolation,
- And anyone that needs it (due to medical or personal situation).
This service is for those who can't make it to the supermarket. This is not a shopping service for all of New Zealand.
You can't always tell why someone needs the service, so it is important not to judge. For example, someone experiencing mental health challenges, who otherwise look fine, may have requested the service.
If you feel a person is abusing the system, please do let us know and we can look into it. Often, even if they have a flash house, there is a genuine reason why they are using our service.
How does it work?
Our grocery service coordinators contact volunteers as orders come in. You will get a call or text asking for your availability and your delivery team lead will then give you all the information you need if you are available. You can let them know what works best for you and then these need to be delivered within 24 hours.
Your grocery service coordinator will support you with all you need. They will send you an email with an order sheet of the items that you need to pick from the shelves at the supermarket and deliver to the address on the top of the paper. You can deliver them right away or the following morning but please check in with the customer first.
For payment, you charge the items to SVA's account at the supermarket and send us the receipt. We then capture the payment remotely from the customer's credit card.
Once you've received your order form, give the customer a call and organise a time with them for you to do the order. For many people we deliver to, this is more than just a grocery service and provides them with a friendly person to have a chat with. It's all about creating a positive experience for the customer and also for you! You can always call the customer if you have questions, such as "there is no mince, shall I buy you beef instead?"
Once you get to the supermarket, you are just like an ordinary customer, however, just ask a manager if you need any support.
Finally, volunteer and customer well-being is our FIRST PRIORITY, so ensure you understand and follow the below precautions:
Your grocery service coordinator will support you with all you need. They will send you an email with an order sheet of the items that you need to pick from the shelves at the supermarket and deliver to the address on the top of the paper. You can deliver them right away or the following morning but please check in with the customer first.
For payment, you charge the items to SVA's account at the supermarket and send us the receipt. We then capture the payment remotely from the customer's credit card.
Once you've received your order form, give the customer a call and organise a time with them for you to do the order. For many people we deliver to, this is more than just a grocery service and provides them with a friendly person to have a chat with. It's all about creating a positive experience for the customer and also for you! You can always call the customer if you have questions, such as "there is no mince, shall I buy you beef instead?"
Once you get to the supermarket, you are just like an ordinary customer, however, just ask a manager if you need any support.
Finally, volunteer and customer well-being is our FIRST PRIORITY, so ensure you understand and follow the below precautions:
- Ensure you are well: Always ensure you're healthy
- Sanitise hands: Regularly sanitise your hands, particularly when you're entering and leaving the store, before handling grocery items or bags and dropping off groceries.
- Maintain two-metre distance: It's paramount that you always keep a two-metre distance at all times, especially around customers.
- Wear your SVA t-shirt (if you have one): This makes you identifiable to authorities and customers when performing an essential service.
- Wear a mask at all times.
The process you need to follow
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settingsFruit and vegetables are displayed in weight or amount. As a guide, 300g of carrots is 3 x carrots. Please read this carefully as we need to make sure people are getting the correct amount of fruit and vegetables!
Don't worry too much if you can't find everything on the list, sometimes things are out of stock and that's just the way it is.
If the total has exceeded the authorised amount, please use your judgement and return an item.
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settingsThe last thing you have to do is let your delivery team lead know that the order is sent. Email them the order receipt from the store as well as the photo of the delivery being completed. These should look as follows:
You can reply to the order form you received with this information.
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Reimbursements
Volunteering shouldn't leave you out of pocket
We are happy to reimburse you $5 per order to help cover petrol. You will need to fill up a quick form in order for us to be able to process this. Find that form below:
We can also reimburse you for any other expenses you incur along the way too. Whether you've had to pay for bags at the supermarket or for an order that couldn't process, we will absolutely get this money back to you.
For extra reimbursements like this, please get in touch with your grocery coordinator if you need reimbursement and they can help organise this.
For extra reimbursements like this, please get in touch with your grocery coordinator if you need reimbursement and they can help organise this.
Check your understanding
It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.
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Want to go back to a particular question?
Check your understanding
It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.
How many receipts do you need to collect from the checkout operator?
Check your understanding
It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.
How do you pay for the groceries?
Check your understanding
It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.
How do you pay for the groceries?
That's right!
Providing the operator with the Order ID - found at the top of the order form
Check your understanding
It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.
What happens if the total is more than the authorised amount?
Check your understanding
It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.
What happens if the total is more than the authorised amount?
That's right!
I use my judgement and put an item back - its important to not go over the authorised amount as we can only charge the customer up to this amount. SVA have to cover any extra amount spent.
Check your understanding
It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.
What do I need to write on the receipt I send the grocery coordinator?
Check your understanding
It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.
What do I need to write on the receipt I send the grocery coordinator?
That's right!
Yes this is super important for accounts and contact tracing.
Check your understanding
It's really important you follow the process when shopping, purchasing and delivering groceries. Please take a moment to answer the questions below so we can make sure you understand.
How else can you help SVA?
Incorrect.
That's not quite right. Try again.
That's not quite right. Try again.