| Dear committee,I do not wish to continue
| |
| | for us'.Grievance and complaints, like
|
| the proscribed process as outlined in the
| |
| | the burden of any bureaucracy, could
|
| action points of the last committee
| |
| | quickly start to over-formalise
|
| meeting regarding my grievance with Meg.
| |
| | volunteering thus dampening personal
|
| It seems obvious that with Meg's abject
| |
| | creativity. This administrative approch
|
| refusal to even attempt to redress the
| |
| | is clearly not appropriate for every
|
| problem that any process will fail to
| |
| | organisation. However, it is important to
|
| effect change without putting the museum
| |
| | treat volunteers fairly and without
|
| directly into a potentially destructive
| |
| | procedures all problems will tend to be
|
| process.Please find the attached document
| |
| | tackled on an ad hoc basis which would
|
| 'Complaints.rtf', which outlines the
| |
| | inexorably result in unequal treatment
|
| processes that are notionally in use, I
| |
| | and will only ever heighten any pre
|
| must stress that this is a draft, and
| |
| | existing people's sense of injustice or
|
| should not be considered anything more
| |
| | could create it.It is now generally
|
| than my personal notes on the problem.
| |
| | accepted that guidelines are required
|
| Please circulate as appropriate.Because
| |
| | specifically for volunteers, if for no
|
| there has not been a coherent effort to
| |
| | other reason than to avoid an
|
| document this, until now, what has not
| |
| | over-formalisation of 'contracts' or
|
| been noticed is that this is a system
| |
| | 'agreements' between the organisation and
|
| which requires command and control
| |
| | its volunteers, which can lead to
|
| structures that don't, and can't, exist
| |
| | ambiguities in the status of
|
| within a totally voluntary organisation.
| |
| | volunteers.There are many examples of
|
| This power vacuum is a natural
| |
| | volunteers clamming protection under
|
| consequence of the fact that,
| |
| | employment law, and there is a general
|
| increasingly, we are all volunteers, thus
| |
| | perception within committee levels that
|
| among other inconsistencies, the required
| |
| | volunteers are never personally at fault
|
| level of perceived authority to execute
| |
| | for any damage caused to the
|
| this style of system where one volunteer
| |
| | organisation, ie any problem is in some
|
| has to exert speculative control over
| |
| | way seen as a result of the fault of
|
| others does not exist. This can be seen
| |
| | management instead of the 'guilty party'.
|
| in the question of ' which hat am I
| |
| | This is true of paid employment, as a
|
| wairing' and the confusion generated
| |
| | direct result of employment law but this
|
| where direct reporting and operational
| |
| | can not be applied to the voluntary
|
| lines are combined into one person with
| |
| | sector for reasons that should be obvious
|
| two 'hats'.To extend the argument, I
| |
| | later.In the event of a complaint by or
|
| think since a hierarchical system is
| |
| | concerning a volunteer, all involved
|
| failing to manage with grievance and
| |
| | should always know there is someone -
|
| complaints, the idea of a more communal
| |
| | usually a Manager - who is beyond the
|
| arrangement is worth some consideration,
| |
| | direct reporting lines of any issue,
|
| ie there have been two complaints
| |
| | with whom they can discuss matters of
|
| recently, incidentally both of which can
| |
| | concern. In most circumstances, this
|
| be directly linked to Meg's
| |
| | manager will be able to resolve problems,
|
| interference.In this communal
| |
| | by listening to the volunteer(s)
|
| environment, if a complaint can not be
| |
| | concerned. All parties must know who is
|
| resolved informally, it passes to a
| |
| | responsible and that matters in this
|
| 'committee of the whole house' type
| |
| | context will be treated
|
| meeting for all volunteers and management
| |
| | confidentially.Dealing with Complaints:If
|
| to ask the questions of all concerned and
| |
| | complaints cannot be resolved by
|
| to vote on a consensual solution.As a by
| |
| | discussion, then some suitable framework
|
| product of this thinking, I would
| |
| | has be put in place to deal with such
|
| seriously recommend that management
| |
| | situations; the overall affect should be
|
| committee meetings be opened up to all
| |
| | to create a buffer between the personal
|
| volunteers, and the formal directors
| |
| | and private area of involvement. This
|
| meetings reduced to the circulation of
| |
| | process should be seen as a last resort,
|
| written reports, effectively reverting to
| |
| | to be implemented only if supervision and
|
| a more passive entity, ie as things were
| |
| | support have failed to resolve the
|
| before committee members were actively
| |
| | situations.As with other areas of
|
| getting involved in operations.I don't
| |
| | volunteer management, present guidelines
|
| want to teach people how to suck eggs,
| |
| | recommend that each organisation should
|
| but my situation doesn't give me much
| |
| | formulate their own complaints process
|
| choice in the matter as I have a unique
| |
| | surrounding volunteer involvement. A
|
| insight into the workings of the museum,
| |
| | framework for dealing with complaints
|
| and I would hate to think that this
| |
| | should include methods whereby there
|
| painful episode has not produced anything
| |
| | is:1) A named person for dealing with
|
| of benefit to anyone.With kind
| |
| | complaints;2) A clear policy known to all
|
| regards,----------Dear committee,It has
| |
| | everyone;3) Separation and boundaries of
|
| been 3 weeks since the last committee
| |
| | confidentiality;4) A method to withdraw
|
| meeting at which, as I understand the
| |
| | complaints at any time;5) A process for
|
| situation, Meg was 'asked' to informally
| |
| | complaints included in the induction
|
| make some 'attempt' at 'resolving' the
| |
| | process;6) Volunteers have the right to
|
| 'personal' 'issues' between her and I.
| |
| | appeal.Complaints by Volunteers:As
|
| Please excuse the excessive use of
| |
| | already stated, minor matters can be
|
| quotation marks above, my feelings as to
| |
| | prevented from becoming major issues
|
| the failures of the past should be
| |
| | through good lines of communication,
|
| obvious - that is not important as we
| |
| | supervision and support. If a matter
|
| look to the future, continuing in the
| |
| | cannot be resolved through informal
|
| same way. Nothing happened, or even
| |
| | discussions, keeping guidelines as
|
| looks like progress, I don't know what to
| |
| | straightforward as possible can help ease
|
| do now, was hoping for some advice at the
| |
| | frustration. Long, drawn out and
|
| opening.Well, I've gone out of my way to
| |
| | complicated processes could be seen as a
|
| give Meg reasonable opportunities in
| |
| | deliberate form of intimidation to
|
| which to start what ever process was
| |
| | prevent issues being reported in the
|
| indicated, including fixing her computer
| |
| | first place and to prevent matters being
|
| which had malfunctioned the day before
| |
| | dealt with swiftly / justly. Building on
|
| the meeting, (heat retention damage to
| |
| | the framework described above, if
|
| her most recent files) in fact while
| |
| | volunteers wish to make a complaint,
|
| leaving, that same meeting, she asked my
| |
| | there needs to be:1) An explanation of
|
| dad if he thought I would help her sort
| |
| | the options available in order to make a
|
| it out.I sorted out the computer, said
| |
| | complaint;2) A procedure for putting
|
| that if she had only being using MsWord,
| |
| | complaints in writing;3) An
|
| instead of Wordpad, she would not have
| |
| | acknowledgement that making a complaint
|
| lost her priory exhibition texts, I've
| |
| | against another volunteer will not
|
| even offered to help her learn how to use
| |
| | prejudice their opportunity to continue
|
| all the features of Word while helping to
| |
| | to volunteer for the
|
| write her 'reporting responsibilities'
| |
| | organisation.4) Documentation of the
|
| document, that would have directly
| |
| | complaint and subsequent meeting/s to
|
| resolved' the root of the original
| |
| | resolve the problem and the outcome
|
| conflict.The fact is that she only even
| |
| | should be kept on record.5) The right to
|
| talks to me when its convenient for her,
| |
| | withdraw from their involvement with the
|
| ie when she needs something, before her
| |
| | organisation or be given extra support to
|
| computer issue I don't think she has said
| |
| | continue, whilst the complaint is being
|
| more than 3 consecutive words to me since
| |
| | dealt with.If the complaint is of a
|
| last October.Even at the opening, there
| |
| | serious nature, it may require the
|
| were times when Meg just came over and
| |
| | involvement of a manager, or chair of the
|
| started talking to whom ever was there,
| |
| | management committee.In situations where
|
| as if I didn't exist, once while talking
| |
| | a volunteer makes a complaint, he/she
|
| she moved from where she was standing so
| |
| | should be informed of the
|
| as to literally exclude me too.Anyway, I
| |
| | outcome.Complaints against Volunteers:In
|
| believe Meg is not ignoring or just not
| |
| | most circumstances, concerns about a
|
| trying but is actively not accepting any
| |
| | volunteer's conduct should be dealt with
|
| problem even existed, I can only assume
| |
| | in supervisory meetings, for example
|
| she is having difficulty as an ex school
| |
| | where someone starts interfering with
|
| teacher, but that's no reason to hide her
| |
| | other people's work. The important point
|
| head in the sand. What sort of behaviour
| |
| | here is that dealing with a complaint at
|
| is this for an adult women? What sort of
| |
| | an early stage and in a more informal way
|
| an example is this for the younger
| |
| | is more likely to result in a
|
| generation?I think Meg wants all this to
| |
| | satisfactory outcome by monitoring and
|
| be forgotten, putdown to bad luck and
| |
| | intervention before possible problems are
|
| then all will be right again, either that
| |
| | realised is preferable to sorting out
|
| or she 'believes' that she has resolved
| |
| | problems after the event.In situations
|
| the problems, maybe since I fixed her
| |
| | where a volunteer has seriously breached
|
| computer, it her mind, that counts
| |
| | his/her responsibilities, he/she can be
|
| somehow. :-)Well indeed the memory and
| |
| | asked to leave the organisation.
|
| the emotion fades - but the understanding
| |
| | However, these situations need to be
|
| gained will not so easily, enlightenment
| |
| | specified at the time of induction. They
|
| itself does not - not completely. What
| |
| | may include, but not limited to, the
|
| does this teach me? It teaches me that I
| |
| | following:1) Theft of property;2) Act of
|
| am who I was, and will always be, and so
| |
| | violence;3) Falsifications of
|
| will Meg, she didn't even write her final
| |
| | records;4) Abuse/harassment;5) Vandalism
|
| dissertation (she gave notes to her
| |
| | damage to property;6) Unauthorised
|
| friend who organised and typed it up).
| |
| | disclosure of confidential
|
| Still I wonder about how it is that this
| |
| | information;7) Action or inaction putting
|
| terrible and terrifying thing called
| |
| | self or the public at riskFurther to this
|
| human society allows the truly stupid,
| |
| | and depending on the nature of the
|
| reckless and dangerous to flourish.So
| |
| | complaint, the volunteer may be asked to
|
| then logically, if I am to survive in
| |
| | withdraw his/her services on a temporary
|
| this world, in the midst of this society,
| |
| | basis, while the matter is being
|
| then I too can just go around floundering
| |
| | investigated. Before any action is
|
| helplessly interfering with things I
| |
| | proposed to deal with a complaint, the
|
| don't understand, aimlessly not knowing
| |
| | complaint itself needs to be verified.
|
| or caring for the reason to do so;
| |
| | The steps which may be taken to rectify a
|
| barking orders & acting unilaterally,
| |
| | situation would include:1) Nature of the
|
| just as long as I say what ever is
| |
| | complaint;2) Why the behaviour has
|
| politically convenient at that time so
| |
| | occurred;3) Implementing change
|
| people think I'm actually competent!With
| |
| | (additional support, training etc.)
|
| kind regards,-------------------Dear
| |
| | within a given time frame.4) Review of
|
| committee,I see your version of the
| |
| | change.If, no change or insufficient
|
| covering note section on your reasoning
| |
| | change in attitude or behaviour is
|
| is 'stronger' than dads original.I like
| |
| | observed, in spite of additional support,
|
| it, as you imply that Meg/Sheila didn't
| |
| | it may well be necessary to ask the
|
| know there were other considerations,
| |
| | volunteer to leave the organisation if
|
| other than simply a matter of permission
| |
| | for no other reason then to enable the
|
| fromVestry Hall, and just because they
| |
| | other volunteers to continue to
|
| didn't think it would be a problem, that
| |
| | contribute without feeling duress and or
|
| noone else would have anything important
| |
| | to prevent a feeling of 'unfairness'
|
| to say on the matter & it is not in
| |
| | .Bearing in mind the concerns expressed
|
| anyone's interest for this to
| |
| | above, questions have to be raised as to
|
| continue.The sad fact is that, there was
| |
| | how far it is possible for an
|
| debate at ' committee level ' (you may
| |
| | organisation to take action 'against' a
|
| remember a 'committee' ad hoc meeting in
| |
| | volunteer, unlike in paid employment
|
| our garden last year when I was present,
| |
| | there is in fact very little action that
|
| let alone more formal ones where I was
| |
| | can be taken other than removing the
|
| not) about the possibilities, including
| |
| | disruptive influence. Due to this fact
|
| that of a permanent sign, however the
| |
| | that nothing can be done other than that
|
| point that once we have permission to
| |
| | quite extreme measure, avoiding problems
|
| mount such a sign, there MUST be
| |
| | and minimising risks is preferable to
|
| committee consultation has been
| |
| | trying to resolve problems after the
|
| (conveniently) lost.Indeed, at that
| |
| | event.Throughout any process and during
|
| initial (informal) stage, the details of
| |
| | the time a volunteer is with an
|
| implementation weren't important enough
| |
| | organisation, it needs to be made clear
|
| to warrant any real consideration which,
| |
| | that their services can be withdrawn,
|
| sadly, means that Meg/Sheila could argue
| |
| | without redress, on either side, this is
|
| that they 'didn't know they needed to
| |
| | why the issue of volunteer protection
|
| know anything else' thus due to their
| |
| | under employment law must be avoided at
|
| limited understanding, they feel no
| |
| | all costs, as these two ideas are totally
|
| committee consultation was required.I
| |
| | irreconcilableDeciding on the best
|
| don't think this works in practise,
| |
| | methods of dealing with complaints
|
| ignorance should not be a reasonable
| |
| | requires thought, preparation and review.
|
| defence, assuming they generally didn't
| |
| | The NAVB suggest that the involvement of
|
| believe there would be any problems,
| |
| | volunteers (and other related members of
|
| should volunters be able to act
| |
| | staff) in the formulation in the methods
|
| unilaterally?I think Meg/Sheila could
| |
| | to deal with complaints is often helpful.
|
| argue that, 'You unilaterally put up the
| |
| | As the NAVB state, the positive
|
| WVF signs without committee consultation,
| |
| | consequences of this are two fold:
|
| this is no different'.In the first
| |
| | Firstly, it raises awareness of the
|
| instance these are temporary signs,
| |
| | process and secondly helps to ensure that
|
| erected correctly, by a trained volunteer
| |
| | volunteers are happy with the decision
|
| and not subject to the same requirements.
| |
| | about such issues that affect them
|
| But more to the point, they were erected
| |
| | directly, (NAVB, 1995, p.5). Due to the
|
| as part of an overall strategy which was
| |
| | nature of unpaid work, it is important
|
| agreed at committee level, where as the
| |
| | that those effected are consulted and
|
| question of a perment Museum sign was
| |
| | their input is valued and recognised.As a
|
| not.The question now, which Meg/Sheila
| |
| | direct result of an open structure, if a
|
| could argue is about where we draw the
| |
| | volunteer is asked to leave as a result
|
| boundary between normal (day-to-day)
| |
| | of a complaint being upheld and not being
|
| operations which don't require committee
| |
| | resolved, it needs to be done firmly but
|
| consultation and what things do?I think
| |
| | with fairness.Leaving the
|
| anything that someone should reasonably
| |
| | Organisation:Many organisations find
|
| suspect could effect the running
| |
| | volunteer retention difficult and
|
| operation of the museum MUST be subject
| |
| | volunteers sometimes seem to leave all
|
| to committee consultation, except to the
| |
| | too frequently. Nevertheless, this
|
| extent where preexisting general
| |
| | freedom to come and go, without redress,
|
| authority has been given - was this ever
| |
| | is at the heart of the volunteering
|
| done for Meg and Sheila?If so how can
| |
| | experience and a odds with employment
|
| they support/justerfy someone who has
| |
| | law. Some organisations may feel that
|
| responsibility for the internal displays
| |
| | they require a specified commitment from
|
| therefore having unilateral authority for
| |
| | their volunteers, however, this can prove
|
| anything else. Whatever the case,
| |
| | problematic if in so doing it creates a
|
| everyone should be alert of such a
| |
| | more formal, legally binding agreement.At
|
| policyWith kind
| |
| | whatever stage a volunteer wishes to
|
| regards,-----------Summary:This is an
| |
| | leave, it is essential that his/her input
|
| introduction to some relatively complex
| |
| | is valued and recognised. One way of
|
| areas related to appraisals and
| |
| | doing this is to obtain and value their
|
| evaluations which constitute two
| |
| | opinion on the work of the organisation
|
| processes which can assist volunteer
| |
| | and volunteer involvement. Current
|
| management.It is only in situations which
| |
| | thinking that in leaving volunteers are
|
| go drastically wrong that a complaints
| |
| | given the opportunity to discuss their
|
| process needs to come into operation.
| |
| | work and reasons for leaving. Useful
|
| Most complaints, either by or about
| |
| | questions which may be to ask volunteers
|
| volunteers, can usually be dealt with in
| |
| | who decide to leave the include:1) What
|
| supervisory sessions or through
| |
| | was your role? Did this change over
|
| discussions with a manager. Volunteers
| |
| | time? If yes, how?2) What did you best
|
| need to know who they can approach should
| |
| | like about volunteering with this
|
| they wish to make a complaint and the
| |
| | organisation?3) What did you least like
|
| action which will be taken is certain
| |
| | about volunteering with us?4) What
|
| guidelines and policies are broken by
| |
| | improvements would you make for changes
|
| them.Making such processes as fair and
| |
| | or improvements in the organisation's
|
| straightforward as possible is important,
| |
| | involvement of volunteers?5) Would you
|
| in unpaid work it becomes all to easy for
| |
| | recommend other people to come and
|
| seemingly minor issues to heighten any
| |
| | volunteer with this organisation?From
|
| pre existing sense of injustice or to
| |
| | gathering such information as a volunteer
|
| crate it a feeling of there being an
| |
| | leaves, it is possible to build up a
|
| inner-circle of friends. Many volunteers
| |
| | picture of volunteering within the
|
| leave an organisation of their own
| |
| | organisation and this information could
|
| accord. Volunteers need to be valued and
| |
| | prove invaluable to the organisation as
|
| supported through their time of leaving.
| |
| | it may be used to contribute to the
|
| In this way, volunteers will leave with a
| |
| | future retention of other volunteers.It
|
| positive experience of the organisation
| |
| | may be found that several volunteers
|
| and possibly return in the future and of
| |
| | leave for the same reason; this
|
| invite others, should the opportunity
| |
| | information will allow the Volunteer
|
| arise.Complaints:There may be occasions
| |
| | Manager to implement any changes
|
| when a volunteer has cause to make a
| |
| | considered necessary to aid future
|
| complaint about another volunteer,
| |
| | retention of volunteers.© Michael Hart.I
|
| organisations run by volunteers where
| |
| | am the website administrator of the
|
| 'there's never been a problem' and have
| |
| | Wandle industrial museum ( Established in
|
| never had need of measures for such
| |
| | 1983 by local people to ensure that the
|
| procedures, sometimes import boilerplate
| |
| | history of the valley was no longer
|
| grievance and disciplinary procedures
| |
| | neglected but enhanced awareness its
|
| from a business environment on the basis
| |
| | heritage for the use and benefits of the
|
| that 'it works for them, so it'll work
| |
| | community.
|
