Volunteer Complaint Process

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Revision as of 00:08, 11 September 2011 by imported>THamilton (Marking as a proposed policy)
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This is a page concerning a policy or procedure in development. Once fleshed out, we'll consider it for adoption as official policy at Free Geek.

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Discussion is taking place at Talk:Volunteer Complaint Process



Volunteer Complaint Resolution Policy and Procedure

Volunteers have the right to complain and to have the complaint resolved quickly and fairly, without fear of retribution, and with strict confidentiality maintained if wanted.

Policy

Volunteers have the right to request an advocate (a staff member or director of their choice) to assist them.

Volunteers are given a copy of the Free Geek complaint procedure at Intake and again if they chose to make a complaint. Staff will also explain the procedure at Intake and again at the time of the complaint.

All information related to complaints will be kept confidential.

Procedure

The following is the procedure given to Volunteers at Intake and at the time of their complaint.

You have the right to complain if you are not happy with the service you are receiving or the way you are being treated. If you choose, you can ask someone to help you make a complaint and act as your advocate. The person may be a staff member or a director.

Complaints Procedure

You may initiate a complaint, verbally or in writing, to a staff member, a director, or to the general membership. Complaint Forms for written complaints are available at the phone desk in the mezzanine and on the wiki. If you make a verbal complaint, a staff member will write it down on the complaint form.

Step 1

  • Your advocate will try to resolve the complaint to your satisfaction.
  • If the complaint is resolved, the advocate will provide you with a written response within five working days. A copy of this will be put into the database.

Step 2

  • If you don’t want to speak with an advocate, or if you are not satisfied with the advocate’s response, the directors and general membership will try to resolve the complaint to your satisfaction through an additional contact or advocate. The director's may also speak with the advocate or others who were involved, if that is necessary. The additional assigned contact will give you a written response within five working days. The advocates will make sure the board of directors and staff collective are aware of your complaint.


All complaints are reviewed by the general membership, staff collective and board of directors.