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