RISK MANAGEMENT NUTS & BOLTS

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

4. RISK MANAGEMENT NUTS & BOLTSFactors to consider: • 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!

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

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

8. RISK MANAGEMENT NUTS & BOLTS First Prong: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES KNOWLEDGE, SKILLS, ATTITUDES EXPECTATIONS: WHAT & WHY EXPLICIT DIRECTIONS (DO) SPECIFIC VIOLATIONS (DON’T) CONSEQUENCES RULES OF CONDUCT SYSTEM FOR TERMINATION PREPARATION FOR SPECIFIC SCENARIOS ORIENTATION & TRAINING

9. RISK MANAGEMENT NUTS & BOLTS First Prong: APPLYING EVERYDAY VOLUNTEER MGMT BEST PRACTICES 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 POLICY MANUAL

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

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

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

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

14. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS 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 FOR EACH OPPORTUNITY

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

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

17. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS 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) RATE THE LIKELIHOOD

18. RISK MANAGEMENT NUTS & BOLTS Second Prong: APPLYING THE RISK MANAGEMENT PROCESS 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) RATE THE SEVERITY

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

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

21. RISK MANAGEMENT NUTS & BOLTS Two-Pronged Approach: BEST PRACTICES RISK MGMT 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?

22. RISK MANAGEMENT NUTS & BOLTSTen Strategies For Managing Risk: • Apply liberal doses of common sense • Involve your volunteers • Provide explicit direction • Praise & punish • Don’t assume

23. RISK MANAGEMENT NUTS & BOLTSTen Strategies For Managing Risk: • 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 everyone’s responsibility

24. RISK MANAGEMENT NUTS & BOLTSExercise: • 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?

25. RISK MANAGEMENT NUTS & BOLTSExercise: • 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

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

27. RISK MANAGEMENT NUTS & BOLTSResources: • “Volunteering Is Inherently Risky”, Susan J. Ellis, Nonprofit Times, http://www.energizeinc.com/art/nprisk.html • “Federal Law Protects Nonprofit Volunteers”, Don Kramer, Energize Inc. archive, http://www.energizeinc.com/art/ifed.html • “Reference Checks”, John Patterson, Energize Inc. archive, http://www.energizeinc.com/art/astaf.html • “Volunteer Screening”, Charles Tremper& Gwynne Kostin, Energize Inc. archive, http://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

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