Situation: Volunteers report ‘wrong doing’ on the part of another Volunteer. You, Volunteer Administrator, do your due diligence and investigate the issue and it is resolved. The resolution includes the reported Volunteer paying back all outstanding moneys (under $150) and Volunteer status is revoked including no money handling now or in the future.
Issue: You’re thinking, job well done, case closed. But, it isn’t. Why not? Because the Volunteers that reported it are still angry. They don’t’ think you’ve gone far enough in punishment and now they want you to write an official letter from the organization to explain to other adults what happened and how the situation was resolved. In short, they want you to shame her...in writing.
In short, they want you to shame her...in writing.
You’ve explained that we don’t do that, yet they have persisted. They want you to publicly humiliate this volunteer in writing.
Resolution: When someone persistently pushes and it’s outside of your process or procedures, turn it back on them to provide written details of how this will be helpful to those you serve.
Here’s what I just provided to one of my clients who was in this very predicament:
You can let them know that when the amount of money is so small and when the person has paid in full, etc. we do not provide 'a letter' or other communication. That is our process.
Play the 'However, I checked with my Supervisor...' card and she says that the only way that a letter would be considered is if the complainants were to provide to you, in writing:
What they believe are the true benefits to other members if such a letter were to be created,
AND more specifically, how would it improve the Organizational Experience for the recipients
AND a draft of such a letter
Then, you will provide that to your Supervisor for review as an exception to our process.
Sometimes, when they want 'us' to do something, we just reverse it and ask them to do it. That may stop them in their tracks OR provide you with a viewpoint that they have perhaps been unable to convey verbally.
As always, don’t forget to include a Timeline & Consequence. In this case, indicate WHEN you expect to receive their written documentation and WHAT will happen if you don’t. (Example: ‘Please provide your written documentation to me no later than end of business Friday, April 19 or we will consider his matter as complete.')
In this situation, CASE CLOSED!!
Hey, don't go it alone!! I'm here to help - loop me in when you need some extra support for your challenging Volunteer dilemmas. --Marla
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