1. ALISON JONES-NASSAR, CVA JUNE 13, 2013

2. RISK MANAGEMENT NUTS & BOLTS The problem is that the work of many nonprofit organizations, and specifically the assignments of greatest importance for volunteers, are often inherently risky…In truth, the person who asks, will I get sued? when considering whether to give out blankets at midnight to homeless people on the street is probably the wrong volunteer candidate. Susan J. Ellis, Volunteering Is Inherently Risky, Nonprofit Times, 1996

3. RISK MANAGEMENT NUTS & BOLTS What are some of the risks? MIGHT BE EXPOSED TO COMMUNICABLE DISEASE MIGHT BE PHYSICALLY ASSAULTED BELONGINGS STOLEN ALL BLANKETS MIGHT GET DAMAGED OR STOLEN MIGHT BE VERBALLY HARRASSED OR THREATENED MIGHT INADVERTENTLY GIVE OUT PERSONAL INFO UNPREPARED FOR ERRATIC BEHAVIOR

4. Size & structure of organization Risks affecting different constituents Vulnerability of service recipients Spectrum of service opportunities Insurance, HR, & Compliance standards Practices of other organizations with similar affiliation Controlled vs. uncontrolled factors Risk management is a continuous process! RISK MANAGEMENT NUTS & BOLTS Factors to consider:

5. RISK MANAGEMENT NUTS & BOLTS Two-Pronged Approach: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES APPLYING THE RISK MANAGEMENT PROCESS POSITION DESCRIPTIONS APPLICATION PROCESS ORIENTATION & TRAINING POLICY MANUAL DOCUMENTATION ONGOING COMMUNICATION TRACKING SYSTEM FOR EACH OPPORTUNITY FOR EACH CONSTITUENCY WHAT ARE THE RISKS? RATE THE LIKELIHOOD RATE THE SEVERITY WHAT ACTIONS? HOW COSTLY?

6. RISK MANAGEMENT NUTS & BOLTS First Prong: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES POSITION DESCRIPTIONS SERVICE GOALS DUTIES & RESPONSIBILITIES LOCATION & SCHEDULE DURATION OF COMMITMENT REQUIRED/PREFERRED SKILLS REQUIRED TRAINING REQUIRED DOCUMENTATION SUPERVISOR BENEFITS

7. RISK MANAGEMENT NUTS & BOLTS First Prong: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES APPLICATION PROCESS TRANSPARENT PROCESS: ORIENTATION APPLICATION PERSONAL INTERVIEW REFERENCE CHECKS BACKGROUND CHECKS TRAINING DOCUMENTS PROBATIONARY PERIOD

8. RISK MANAGEMENT NUTS & BOLTS First Prong: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES ORIENTATION & TRAINING KNOWLEDGE, SKILLS, ATTITUDES EXPECTATIONS: WHAT & WHY EXPLICIT DIRECTIONS (DO) SPECIFIC VIOLATIONS (DONT) CONSEQUENCES RULES OF CONDUCT SYSTEM FOR TERMINATION PREPARATION FOR SPECIFIC SCENARIOS

9. RISK MANAGEMENT NUTS & BOLTS First Prong: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES POLICY MANUAL MISSION, VALUES, HISTORY DESCRIPTION OF SERVICES SCREENING PROCESS OUTCOMES, EXPECTATIONS OPERATIONAL POLICIES EMERGENCY PROCEDURES CODE OF CONDUCT REASSIGN/TERMINATE WAIVER GRIEVANCE POLICY ACKNOWLEDGMENT OF RCPT

10. RISK MANAGEMENT NUTS & BOLTS First Prong: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES DOCUMENTATION PERMISSION TO VERIFY INFO LIABILITY RELEASE CONFIDENTIALITY AGREEMENT EMERGENCY CONTACT INFO PERSONAL REFERENCES BACKGROUND CHECK DRIVING RECORD DRUG TEST CONDUCT AGREEMENTS

11. RISK MANAGEMENT NUTS & BOLTS First Prong: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES EVALUATION & COMMUNICATION ROUTINE FOR CHECKING IN ON-SITE VS. OFF-SITE ACTIVE LISTENING COACHING STRATEGIES CORRECTIVE FEEDBACK PERFORMANCE EVALUATIONS INCIDENTS & COMPLAINTS

12. RISK MANAGEMENT NUTS & BOLTS First Prong: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES TRACKING & RECORDS APPLICATION & DOCUMENTS TRAINING CONTRACTS SIGN-IN LOGS HOURS DOCUMENTATION INCIDENT REPORTS PERFORMANCE REVIEWS ANNUAL RECERTIFICATIONS

13. RISK MANAGEMENT NUTS & BOLTS How much can be managed with best practices? MIGHT BE EXPOSED TO COMMUNICABLE DISEASE MIGHT BE PHYSICALLY ASSAULTED BELONGINGS STOLEN ALL BLANKETS MIGHT GET DAMAGED OR STOLEN MIGHT BE VERBALLY HARRASSED OR THREATENED MIGHT INADVERTENTLY GIVE OUT PERSONAL INFO UNPREPARED FOR ERRATIC BEHAVIOR

14. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS FOR EACH OPPORTUNITY MATRIX OF OPPORTUNITIES: LEVEL OF RESPONSIBILITY LEVEL OF CLIENT INTERACTION LEVEL OF INVESTIGATION LEVEL OF SKILL LEVEL OF TRAINING LEVEL OF SUPERVISION LEVEL OF RISK ASSUMPTION

15. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS FOR EACH CONSTITUENCY ORGANIZATION STAFF BOARD VOLUNTEERS CLIENTS COMMUNITY PROFESSION CAUSE OTHER

16. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS WHAT ARE THE RISKS? PHYSICAL HARM EMOTIONAL TRAUMA HUMAN RIGHTS VIOLATIONS CREDIBILITY & TRUST REPUTATION MEDIA & PUBLIC RELATIONS LIABILITY & LITIGATION LICENSING/ACCREDITATION

17. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS RATE THE LIKELIHOOD 1 = NOT AT ALL LIKELY 5 = VERY LIKELY/CERTAIN COMBINE WITH SEVERITY RATING EXAMPLE: DRUNKENNESS VERY LIKELY BUT DAMAGE TO CONSTITUENT/PROGRAM/ ORGANIZATION MINIMAL (SEVERITY)

18. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS RATE THE SEVERITY 1 = NOT AT ALL SEVERE 5 = VERY SEVERE COMBINE WITH LIKELIHOOD RATING EXAMPLE: PHYSICAL ASSAULT VERY UNLIKELY BUT DAMAGE TO CONSTITUENT/PROGRAM/ ORGANIZATION WOULD BE DEVASTATING (SEVERITY)

19. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS WHAT ACTIONS? DEVELOP ADDITIONAL TRAINING, OPPORTUNITIES FOR ROLE PLAY PROVIDE SCRIPTED LANGUAGE SELF-DEFENSE INSTRUCTION FIRST-AID REQUIREMENTS EMERGENCY PROTECTION PHOTO DOCUMENTATION POLICE PRESENCE

20. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS HOW COSTLY? COST OF ADDITIONAL TRAINING DIFFICULTY OF REQUIRING ADDITIONAL TRAINING COST OF FIRST-AID INSTRUCTORS COST OF PROTECTION TOOLS COST OF POLICE PROTECTION EMOTIONAL RESISTANCE

21. RISK MANAGEMENT NUTS & BOLTS Two-Pronged Approach: POSITION DESCRIPTIONS APPLICATION PROCESS ORIENTATION & TRAINING POLICY MANUAL DOCUMENTATION ONGOING COMMUNICATION TRACKING SYSTEM FOR EACH OPPORTUNITY FOR EACH CONSTITUENCY WHAT ARE THE RISKS? RATE THE LIKELIHOOD RATE THE SEVERITY WHAT ACTIONS? HOW COSTLY? BEST PRACTICES RISK MGMT

22. Apply liberal doses of common sense Involve your volunteers Provide explicit direction Praise & punish Dont assume RISK MANAGEMENT NUTS & BOLTS Ten Strategies For Managing Risk:

23. Establish policies and follow through Empower the board to meet its legal obligations Provide guidance on privacy issues Use written agreements to spell out requirements Make risk management everyones responsibility RISK MANAGEMENT NUTS & BOLTS Ten Strategies For Managing Risk:

24. Select ONE service opportunity that your program offers Identify 3-5 risks associated with this opportunity How do you address these risks in your everyday practices? Rate the likelihood (scale of 1-5) Rate the severity (scale of 1-5) What additional actions can/should be taken? Are there cost/complexity factors? RISK MANAGEMENT NUTS & BOLTS Exercise:

25. Checklist: Are Volunteers Included in Our Legal & Risk Planning? From Leading the Way for Successful Volunteer Involvement by Betty Stallings Identify three actions you can implement immediately Identify three actions you can implement within 60 days Identify three actions you would like to implement within this calendar year RISK MANAGEMENT NUTS & BOLTS Exercise:

26. No Surprises: Harmonizing Risk & Reward in Volunteer Management, 4 th Edition, Nonprofit Risk Management Center, www.nonprofitrisk.orgwww.nonprofitrisk.org Volunteer Management, 3 rd Edition, Steve McCurley & Rick Lynch Leading the Way to Successful Volunteer Involvement, Betty Stallings with Susan J. Ellis Complete Idiots Guide to Recruiting & Managing Volunteers, John L. Lipp Visionary Leadership in Volunteer Programs, Marlene Wilson RISK MANAGEMENT NUTS & BOLTS Resources:

27. Volunteering Is Inherently Risky, Susan J. Ellis, Nonprofit Times, http://www.energizeinc.com/art/nprisk.html http://www.energizeinc.com/art/nprisk.html Federal Law Protects Nonprofit Volunteers, Don Kramer, Energize Inc. archive, http://www.energizeinc.com/art/ifed.htmlhttp://www.energizeinc.com/art/ifed.html Reference Checks, John Patterson, Energize Inc. archive, http://www.energizeinc.com/art/astaf.html http://www.energizeinc.com/art/astaf.html Volunteer Screening, Charles Tremper & Gwynne Kostin, Energize Inc. archive, http://www.energizeinc.com/art/anos.htmlhttp://www.energizeinc.com/art/anos.html Running the Risk? A Risk Management Tool for Volunteer Involving Organizations, Energize Inc. archive, http://www.energizeinc.com/art/subj/risk.html http://www.energizeinc.com/art/subj/risk.html RISK MANAGEMENT NUTS & BOLTS Resources:

28. RISK MANAGEMENT NUTS & BOLTS Every organization must grapple with its own tolerance for risk. Just be sure that fear of liability does not lead to narrow and confined roles for volunteers...Practice conscientious management and then be willing to defend your activities passionately should someone decide to take you to court. What you gain by accepting some risk is as great as what you lose by avoiding it. Susan J. Ellis, Volunteering Is Inherently Risky, Nonprofit Times, 1996