Procedures for Dealing with Difficult Situations

PROCEDURES FOR DEALING WITH DIFFICULT SITUATIONS

If we have a concern or complaint about a volunteer’s performance or behaviour, what will happen?

Anytown Council will adhere to the following good practice points and procedures in order to attempt to avoid any problems arising with volunteers.

1 Clear code of behaviour

Volunteer Supervisors will make sure the volunteer knows exactly what the expected standards of behaviour are in advance. This sort of information will be given to the volunteers and discussed in-depth as part of induction and/or training. It should accompany a detailed role description provided to each volunteer.

2 A volunteer agreement

A written agreement, in the form of your welcome letter, between the Volunteer Supervisor and volunteer will actually clarify some of the most important arrangements involved in the volunteer’s role. It should be clear that these are expectations, not obligations. While agreeing on details such as times, etc., it should also refer to the code of practice and procedures for dealing with difficult situations.

3 Settling in period and review

This will be agreed at the start and is helpful in giving both the volunteer and the Volunteer Supervisor the ideal time to ‘opt out’ if things are not working out. How long the settling in/ trial period will last will be agreed and it will always end with a review meeting to assess its success. This will be a two-way process between the volunteer and the Council.

4 Support and supervision meetings

These will be built into the volunteering structures in place for individual volunteers. Supervision meetings, in particular, will be structured to encourage the volunteer to identify and discuss any difficulties, which should throw up any developing problems before they go too far. As well as creating a safe environment in which to address potential problems, support will be provided at this stage to enable the volunteer to remedy the situation and avoid a major problem further down the line.

Where problems are unavoidable the following procedures are outlined to help the Volunteer Supervisor to address the issues effectively.

1  Complaints procedure

The same basic procedure is used whether the complaint is by or about a volunteer. When dealing with a complaint by or about a volunteer, you should be very clear about:

·  the particular incident of concern;

·  any previous incidents taken into account;

·  any remedial action to be taken e.g. an apology, money to be paid back etc;

·  any new behaviour expected;

·  what will happen if the arrangements agreed are not adhered to.

The Complaints Procedure should be provided to all new volunteers, service users and to staff working with volunteers.

2 Problem solving procedures

These include standard support and supervision arrangements and are designed to emphasise and encourage improvement in a volunteer’s conduct and not as a means of imposing sanctions.

Volunteers will be made aware from the start of the consequences of stepping outside the boundaries listed for the organisation e.g. code of practice, confidentiality guidelines, reporting concerns etc and in particular they will be given a clear indication of the type of conduct, which could result in being asked to leave immediately. Records will be kept of all support and supervision interviews and in particular, of incidents which cause concern.

If the problem is with a specific aspect of the volunteer’s performance (e.g. unable to attend on day required, personal matters/ill health, bored with present role, finding it hard to accept new ways of doing things), and not their attitude in general, there are alternatives to asking him/her to leave. The Volunteer Supervisor may consider these options:

·  reassign – to a new area of work;

·  retrain – to refresh or develop skills;

·  revitalise – by negotiating a short break from their voluntary work;

·  refer – to another organisation or a source of help, if appropriate;

·  retire – making sure to recognise their contribution and encourage ongoing (social) links to the organisation.

It is important to remember that in some situations other reporting procedures will take priority, for example a concern to do with inappropriate behaviour of a staff member or volunteer towards children in your project will be passed on to the agreed Designated Officer, detailed in a Safeguarding Policy.

a.  Informal - Dealing with problems through support and supervision meetings

We hope that concerns regarding performance and behaviour can be identified at an early stage and addressed in a supportive informal manner in general support and supervision sessions or contact from your supervisor. This may include a quick chat to raise the concern in a constructive and supportive manner or e.g. a repeat demonstration of how to use equipment; recap of certain procedures.

Good supervision should follow a pattern in dealing with problem behaviour e.g.:

·  volunteer is made aware of the particular behaviour causing concern and the consequences of it;

·  blockages to satisfactory performance are identified. For example, lack of training, boundaries unclear, poor support offered, unrealistic demands, forgotten/ignored procedures;

·  motivations to change are offered;

·  volunteer understands and agrees to the changes expected;

·  opportunities to carry out the new behaviour are offered;

·  reinforcement in the form of praise is given or, if no change has occurred, further action taken.

Dealing with difficult situations in a support or supervision interview may not resolve the problem, even if the above steps are followed. Behaviour may not change, or could be something that warrants asking the volunteer to leave. We recognise therefore that there will be times when more formal procedures are required. Where a concern with performance or behaviour has not been able to be resolved at the informal stage or the issue requires a formal response we will move to Stage 1.

b.  Formal – Dealing with problems through formal procedures

Stage 1 – Tabling the problem

The Volunteer Supervisor will ask the volunteer to come to a meeting to discuss the problem specifically. They may bring a friend for support to this meeting. A staff member will be assigned to take notes - these will be kept confidential and are only available to those involved in the ‘Dealing with problem’ process.

The nature of the concern/complaint will be addressed: reasons as to why the behaviour/action of concern has occurred and possible support options will be discussed, for example, refresher or additional training, additional support, alternative hours or placement. A review period will be agreed in order to give the volunteer a chance, for example, to attend any training, develop skills required and/or to show improvement in the area/s identified. Where it is considered that issues remain after this review period we will move to Stage 2.

Stage 2 – Post review situation

If, after a review period from Stage One, some improvements are made but the agreed standard has not been reached the Volunteer Supervisor may offer further training/support and the situation will be reviewed again within an agreed timeframe.

Where there is little or no improvements made the decision to ask the volunteer to leave may be taken, this is normally as a last resort. They can appeal this decision via the Appeals Procedure.

Stage 3 - Serious concerns

In instances of more serious concerns the process will begin at Stage 3. This could include behaviour such as theft, violent behaviour, deliberately doing something to ruin the reputation of the organisation. A formal meeting with the Volunteer Supervisor and their Manager will be held to discuss the concerns/complaint. The volunteer may bring a friend for support to this meeting. A staff member will be assigned to take confidential notes during the meeting. At this meeting they will have an opportunity to explain your actions.

Time out from volunteering

In instances of serious concerns the volunteer may be asked to take time out from their volunteering while we look into what has happened. The decision to ask the volunteer to temporarily stop volunteering with us will be confirmed in writing. The volunteer will be invited back within 28 days to a formal meeting with the Volunteer Supervisor and their Manager. The outline of the findings will be shared with the volunteer and they will be able to put their case forward. They may bring a friend for support to this meeting. A staff member will be assigned to take notes during the meeting.

If, as a result, we decide to end the volunteer’s involvement they can appeal the decision via the following Appeals Procedure.

Appeals procedure

If a volunteer wishes to appeal the decision to end their volunteer involvement they must put it in writing to the Departmental Head. Those involved in reviewing the case will not have been involved in the initial investigation or decision making process.

The volunteer will be invited to a meeting with the Departmental Head and another staff member nominated by the Departmental Head within 20 days of receipt of the Appeal. They will have the opportunity to put forward their case. They may bring a friend for support to this meeting. A staff member will be assigned to take notes during the meeting.

The Departmental Head will then decide whether or not to uphold the original decision. The volunteer will be notified of the decision in writing as soon as possible. This is usually within 20 days. The decision of the Departmental Head is final.