Volunteer Problem-Solving Policy and Procedure

Although Teenage Cancer Trust makes every effort to ensure that all volunteers have a positive experience with us, we recognise that it is beyond our control to ensure this at all times and in all cases. When things go wrong, the problem-solving policy and procedure is in place to ensure issues are dealt with in a fair and consistent manner with a view to finding the best possible solution for both the volunteer(s) and the charity.

This policy covers all registered volunteers (i.e., with an active volunteer record on CARE) engaging in activities on behalf of Teenage Cancer Trust. This is defined as activities and events arranged by Teenage Cancer Trust such as bucket boss collections, challenge events and office volunteers or volunteers who are engaged with regional activities on behalf of Teenage Cancer Trust.

This policy does not cover any individuals conducting activities in aid of Teenage Cancer Trust that they have organised and where they would be considered a ‘supporter’ of the charity.

Volunteer problem solving is an internal process designed to be used:

• when a volunteer is unhappy with something to do with their volunteer role or experience as a volunteer with Teenage Cancer Trust
• when a volunteer is concerned about the conduct of a staff member or another volunteer, where this has a direct impact on their own volunteer experience
• when a volunteer manager, or other staff member, is concerned about something that a volunteer has done which affects their role at Teenage Cancer Trust

Volunteer problem-solving is separate from the complaints policy and the two should not be confused. In the case that a volunteer is unhappy with something at Teenage Cancer Trust that does not relate to their volunteer role (for example a campaign or how we spend the money we raise), the complaints procedure should be followed.

Similarly, if a member of the public raises a concern about a Teenage Cancer Trust volunteer, the complaints policy should be used in the first instance to investigate the issue. An issue that is initially raised as a complaint may lead to volunteer problem solving policy being used if it identifies an area of concern about a volunteer’s conduct or role.

For any issues relating to the safeguarding of young people or adults at risk, please refer to our Safeguarding Policy. Any allegations or concerns about volunteers relating to the safeguarding of children or adults at risk should be referred to the DSL and managed in line with the Managing Allegations Policy.

• All concerns raised by volunteers, or about volunteers, should be treated confidentially and should only be discussed with those who are responsible for trying to resolve the issue
• Meetings should take place in a private place wherever possible
• Volunteers have the right to be accompanied by a colleague or friend at any of the informal or formal meetings that take place as part of the problem-solving process
• Written records of all concerns and investigations should be made and saved
• Volunteers should be kept updated throughout each step of the problem-solving process and should be made aware of this policy and procedure

Volunteers are given the opportunity to share general feedback about their experience via post-event and satisfaction surveys throughout the year.

Volunteers may also raise general concerns at any time by speaking to their volunteer manager (their main staff contact) or the Volunteering team ([email protected]).

In the first instance, volunteers should work with their volunteer manager or a member of the Volunteering team to get advice and support and try to resolve the issue informally. We will make every reasonable effort to discuss concerns amicably and openly and resolve difficulties at an early stage.

However, where the areas of concern cannot be resolved by these means, please follow the relevant procedure outlined below.

Volunteers have the right to raise concerns whether against a staff member, another volunteer, or the organisation. The volunteer manager or Volunteering team should discuss these concerns with the volunteer and try to resolve the issue informally wherever possible. If the issue cannot be resolved at this stage, then the procedure below should be followed.

1. Formally raising a concern

The volunteer should raise the concern formally in writing with their volunteer manager or to the central Volunteering team via email to [email protected]

The correspondence should include:

• The reason for the complaint
• The people involved
• The action or behaviour that has caused the issue
• When and where it occurred and what the impact was
• The desired outcome
• The best method for responding (if none is specified, we will check our internal records for the volunteer’s preferences)

Where a volunteer’s manager, or a member of the Volunteering team, is the subject of the issue, volunteers should raise their concern with the Head of Volunteering. In some circumstances, the Head of Volunteering may decide to follow up on the problem or will pass it onto another manager where appropriate.

2. Investigation

The person responsible for hearing the concern will speak to the volunteer, in person or via telephone within five working days of the matter being raised and will notify the Volunteering team and/or HR team if the complaint is about a member of staff. They will investigate the concern, collect any relevant evidence, and make a decision within one calendar month. The volunteer will then receive a response in writing within five working days which will include the decision made and subsequent actions where appropriate.

3. The right to challenge

If the volunteer feels that their concern is not satisfactorily resolved at this stage, they may appeal to the Deputy Director of People & Culture. The request and the grounds for the request should be notified in writing to the Head of Volunteering within five working days of the volunteer receiving their first written decision.

4. Final decision

The Deputy Director will investigate the concern and will arrange to speak to the volunteer in person or by telephone within a month of the request being received. The Deputy Director will make a decision, which will be given in writing to the volunteer within a calendar month of the request being received. This decision will be final.

There may be occasions where staff, or another volunteer, has concerns around a volunteer’s behaviour or contribution. Volunteers have the right to be aware of any concerns raised about them, and the opportunity to respond. Where a general concern is raised about a volunteer the following procedure should be followed. If the concern is severe it should be escalated to the Head of Volunteering immediately.

1. Informal meeting In this case, the volunteer’s manager or a member of the Volunteering team will approach the volunteer in person or over the phone to discuss any concerns amicably and openly and aim to resolve difficulties at an early stage.

We will endeavour to support volunteers to continue volunteering with Teenage Cancer Trust, if appropriate, through a variety of options and including:

• Reducing hours
• Changing days of volunteering (mostly relevant for regular roles)
• Reviewing the tasks or role the volunteer performs, offering alternatives
• Offering the volunteer to pause their volunteering
• Identifying any training needs
• Reviewing support and supervision, including putting reviews into place

A summary of the decision(s) made should be sent to the volunteer within 5 working days and should be reviewed regularly as part of ongoing supervision.

However, where the areas of concern are severe or cannot be resolved by these means, the procedure below should be followed

2. Investigation

The volunteer manager, or other recipient of the complaint, should notify the Head of Volunteering. The volunteer will receive written notification of the concern within 5 working days. The Head of Volunteering and relevant manager will investigate the concern, collect any evidence, and make a decision within one calendar month. The volunteer will then receive this decision and any subsequent actions in writing within 5 working days. The decision could include the requirement to complete training, the offer of a new role, a break from volunteering or in exceptional circumstances the volunteer may be asked to leave Teenage Cancer Trust.

3. Asking a volunteer to leave

In cases where a volunteer is asked to leave the following steps should be followed:

• The meeting or conversation should be held in private and the volunteer has the right to be accompanied by a friend or colleague during this meeting
• The volunteer should be informed that they have the right to challenge the decision and how to do this
• The decision should also be communicated to the volunteer in writing within five working days and should include a copy of the problem-solving policy.
• Volunteers should be asked to return any Teenage Cancer Trust equipment including IT equipment, ID badges, uniform etc.
• The volunteer’s manager or a member of the Volunteering team should update CARE and mark the volunteer as a leaver. This includes ensuring they do not receive any further communications. Any attempts by the volunteer to apply for another role should be directed to the Head of Volunteering.

4. The right to challenge

The volunteer has the right to challenge the decision and should notify the Head of Volunteering of this request within 5 days of receiving their first written decision. The Head of Volunteering will escalate the request to the Deputy Director of People & Culture at Teenage Cancer Trust.

5. Final decision

The Deputy Director will investigate the concern and will arrange to speak to the volunteer in person or by telephone within a month of the request being received. The Deputy Director will make a decision, which will be given in writing to the volunteer within a calendar month of the request being received. This decision will be final.

In severe cases, if a volunteer is found to be in breach of the volunteering code of conduct, is a risk to the organisation or to others, or if their behaviour is damaging the reputation of the organisation in any way, Teenage Cancer Trust may choose to progress straight to a suspension of volunteering while the matter is investigated. This decision will be communicated to the volunteer in writing.

This policy should be read and implemented in conjunction with the following policies:

• Safeguarding policy
• Managing allegations or concerns about staff or volunteers’ policy
• Complaints policy
• Volunteer code of conduct and Volunteer handbook

We take volunteer concerns seriously and effort will always be made to investigate fairly and to reach a mutually acceptable solution wherever possible. Teenage Cancer Trust is always striving to improve and to provide a better experience for volunteers, so is open to feedback that will facilitate this.

After reading this policy, if a volunteer or staff member has any further questions or concerns regarding volunteer problem solving, please contact: [email protected]