Service Delivery Manual

Transcription

1 Service Delivery Manual CONTENTS 1. Purpose and Scope of This Manual Function of the Service Delivery Manual Management and Revision of Program Policies and 4 2. Mentor Roles Mentors Paid Employees and Board Members as Mentors Parents/Guardians or Littles as Mentors High School Teens as Mentors 6 3. Mentor Screening, Training and Matching Program Outreach Mentor Intake Mentor Application Mentor Assessment Criteria Mentor Screening Process Reference Checks Criminal Record Check Interview Child Safety Training Acceptance Matching the Mentor Rejection / Withdrawal Appeal of Decision Child Referrals, Intake, Screening, Training and Matching General Considerations for Children Referrals, Intake and Screening Child Safety Training Matching the Child Family Dismissal Match Management Supervision of Matches Voluntary Match Closure Mentor Dismissal Age Eligibility Mentor Compensation Overnight Visits Program Events and Activities Vehicle insurance Medical Conditions Smoking, Drinking Alcohol and Drug Use Harassment Non-Serious Occurrences Serious Occurrences Handling Allegations of Abuse Court Appearances 23

2 6. Match Support Camps Scholarships Distribution of Donated Goods and Services Recruitment and Retention Commitment to Diversity Mentor Recruitment & Retention School Recruitment and Retention Big & Little Recognition & Appreciation Records Management Privacy Client and Mentor Confidentiality Donor Confidentiality Conflicts of Interest Mentor Records Management Transferring Files Agreements with Program Partners Reporting and Statistical Analysis Crisis Communications Protocol 31 Page 2 of 37

3 I. Purpose and Scope of this Manual Big Brothers Big Sisters of Ajax-Pickering (BBBSAP) provides prevention-based mentorship programs to help children and youth to reach their full potential by providing them with the friendship of a caring role model. We believe that any child who can benefit from our services deserves to be matched in our programs. BBBSAP committed to: Quality of service Relevant, responsive service delivery and leadership at the community level The extension of services to as many children as possible. This Manual contains policies and procedures regarding the operation of the agency s direct services to mentors and families. Direct services include community-based and school-based programs, and include 1:1 matching as well as group programs. This Manual is intended to: Provide mentors and paid staff with ready access to program delivery information, including program management policies and procedures; Ensure consistency of application; Clarify roles and responsibilities. BBBSAP s policies and procedures need to be understood and interpreted within the broader context of National Standards prescribed by BBBS Canada. BBBSAP follows all service delivery policies and procedures prescribed by BBBS Canada, and they need not be restated here. The scope of this manual is therefore limited to: presenting the core values that shape BBBSAP s particular service delivery practices; particularizing policies and procedures as appropriate for our local context; providing discussion and interpretation of National Standards; and specifying which tools are used for particular purposes Policy: Function of the Service Delivery Manual 1. BBBSAP will have a Service Delivery Policies and Manual that guides the direct service programs of the agency. The Manual will outline policies and procedures to govern participant: Recruitment Screening Training Matching Supervision Support Evaluation Retention 2. All service delivery policies and procedures will comply with the National Standards prescribed by Big Brothers Big Sisters of Canada (BBBSC). Should conflicts arise between the policies or procedures of BBBSC and BBBSAP, the policies and procedures of BBBSC will prevail. 3. All staff are required to be up to date with: BBBSAP s Service Delivery Policies and Manual; The National Standards of BBBSC. Page 3 of 37

4 Note: We recognize that situations will arise in the course of our work that may not be fully addressed, in our existing framework of policies and procedures, or which may require clarification of policy. In such cases, one must apply sound judgement and interpretation and engage in consultation with the Executive Director for direction. The establishment of new policies or procedures may not be necessary in all cases. An open dialogue will be established between BBBSAP staff and BBBSC to help address relevant issues and resolve any ambiguities Policy: Management and Revision of Program Policies and 1. The Executive Director is responsible for the overall management and administration of all agency programs. The Caseworker s are responsible for all day to day operations of the agency s programs and for coordinating these programs. 2. Program policies and procedures are to be reviewed annually by the Executive Director or staff designated by the Executive Director. 3. Program policies are to be approved by the Board of Directors. 4. Program procedures are to be approved by the Executive Director. Page 4 of 37

5 2. Mentor Roles 2.01 Policy: Mentors Mentors are defined as any party who will work directly with the children, youth and families in the mentoring programs, and who will perform tasks at the direction of, and on behalf of BBBSAP. 1. Big Brothers Big Sisters of Ajax-Pickering will ensure that all mentors have clearly outlined job descriptions with defined roles and responsibilities.. Mentors will only serve in capacities for which they have been adequately screened and prepared. 2. Mentors will be required to successfully complete an approved mentor screening and preparation process that complies with the National Standards of BBBSC and will be supervised by an appointed BBBSAP staff member. a) The Caseworker assigned to a mentor will ensure that the mentor has an up-to-date job description that clearly outlines their duties, responsibilities, authority limits, and role(s) within the organization. b) The mentor job description will include an outline of functions, duties, time commitment, skills, the title of the supervising staff member, and any other information deemed appropriate by the caseworker as approved by the Executive Director. c) One copy of the mentor job description, as embodied in the BBBSAP Match Agreement, shall be given to the mentor and one copy will be placed in the mentor s file, kept at BBBSAP offices Policy: Paid Employees and Board Members as Mentors 1. Paid employees and Board Members may not serve in direct one-to-one mentor roles within BBBSAP, but may do so with other agencies (e.g. BBBS of Oshawa-Whitby, Clarington, York, or Toronto) 2. Paid employees and Board Members may serve as facilitators for group activities. 3. Program facilitators will be required to successfully complete an approved screening and preparation process that complies with the National Standards of BBBSC and will be supervised by an appointed BBBSAP staff member. d) The Caseworker assigned to a program will ensure that the facilitator has an up-to-date job description that clearly outlines their duties, responsibilities, authority limits, and role(s) within the organization. e) The program facilitator job description will include an outline of functions, duties, time commitment, skills, the title of the supervising staff member, and any other information deemed appropriate by the caseworker as approved by the Executive Director. f) One copy of the program facilitator job description shall be given to the individual and one copy will be placed in their file, kept at BBBSAP offices Policy: Parents/Guardians or Littles as Volunteers BBBSAP may utilize the services of Parents/Guardians or Littles as volunteers as long as their service does not result in a conflict of interest. a) Parent/Guardians or Littles as Volunteers are not permitted to be involved in activities where access to confidential material is possible. Page 5 of 37

6 b) Utilizing Parents/Guardians or Littles as volunteers will only be in a group setting not 1:1 and will be on a special project basis. Continued involvement may result in the volunteer being required to satisfactorily pass through the standard mentor screening process Policy: High School Teens as Mentors A Teen Mentor is a high school student who mentors a younger student. High School students of any age may be eligible to become mentors in the Teen Mentoring program Policy: Administrative Volunteers Administrative volunteers recruited for the specific purpose of providing assistance to paid staff in areas of clerical and administrative support, will be subject to an interview specific to administrative tasks and will be required to sign a Confidentiality Form. Page 6 of 37

7 3. Mentor Intake, Screening, Training and Matching 3.01 Policy: Program Outreach 1. BBBSAP will disseminate program information in a timely fashion to all prospective mentors through face-to-face presentations, via the telephone, or through electronic or printed formats. The purpose of disseminating program information is to: build a positive relationship with the prospective mentor; provide potential mentors with sufficient information about the agency and mentor opportunities to guide their decision to apply Policy: Mentor Intake 1. Attendance at an intake information session will be required prior to the full application and interview stages of the screening process. 2. BBBSAP is under no obligation to schedule an interview with prospective mentors. a) Within 3 business days of an inquiry, prospective mentors will be invited by the Recruitment Coordinator to attend an Intake Information Session in person. If they are unable to attend, the Recruitment Coordinator will send them an information package and application materials. b) The content of information packages and information sessions will comply with BBBSC standards. c) Information Sessions may be scheduled at the BBBSAP Office or elsewhere as appropriate. d) Information Sessions will be scheduled to accommodate the availability of potential mentors. a) A one-page program summary is handed to potential mentor and he or she is given a chance to read the summary and the Recruitment Coordinator then reviews the program with the applicant before proceeding into the session. b) The mentor training manual used by the Recruitment Coordinator outlines the components of the mentor training session. Mentor training sessions will follow a consistent format, including: Introduction to Mentoring ( including Volunteer Job Description) Volunteer Code of Conduct Roles, Responsibilities and Guidelines Closing a Match Safety Issues for Mentors Child Safety Training Activity Planning Universal precautions for handling bodily fluids (required by BBBS Canada) Policy: Mentor Application The candidate must complete the application process that will comply with BBBSC National Standards. Page 7 of 37

8 a) BBBSAP must be in receipt of a signed and completed application form, from the prospective mentor, in order to move the applicant to the next step in the process (see 3.04: Mentor Screening Process). As a signature is mandatory, applications may not be submitted by . Applications submitted by facsimile will be accepted for the purposes of expediting the process however an original must be required prior to the process being completed. b) All applicants must be checked against the Volunteer Registry of BBBS Canada by the Recruitment Coordinator before proceeding. c) Completed applications will be maintained in a locked filing cabinet Policy: Mentor Assessment Criteria A mentor applicant will not be considered unless the assessment procedure demonstrates that he/she satisfies the following conditions: a) Age: the applicant is a minimum of 18 years of age, with exception to the High School Teen mentoring program (see Policy 2.03: Littles as Volunteers and Policy 2.04: High School Teens). b) The applicant has resided in the Region for a minimum of six months. Exceptions may be considered on a case by case basis. c) A reliable criminal record check can be obtained, covering at minimum the two preceding years (see Policy 3.06: Criminal Record Checks). a. In the event the applicant does possess a criminal record, two years from the completion of the sentence must have passed before an applicant may be considered. In such cases the Executive Director will review the nature of the charge and the applicant s attitude towards the circumstances of the charge to assess the applicant s suitability for service, at the time of application. d) Personal Suitability: this includes stability, maturity, motivation and lifestyle factors. e) Sexual offences: An applicant who has committed a sexual offence will not be admitted to the program. f) Drug use: In evaluating an applicant s suitability for the program, regular use of drugs and/or alcohol in the past year would be a reason for non-acceptance. Those in a recognized recovery program may be brought to the Executive Director and dealt with on a case- by-case basis. g) Availability: the applicant must be able to make the commitment to see the mentee on a regular basis with quality contact for at least 8 hours/month for at least one year. h) For In School Mentoring, the one year commitment accounts for the fact that in the In-School program the pair will not meet over the summer break or during other school holidays. Exception(s) Provisions for special circumstances where matches are arranged for a short term as long as BBBSC National Standards are respected and all parties involved are in agreement. Page 8 of 37

9 3.05 Policy: Mentor Screening Process The following is an outline of steps involved in the Mentor Screening Process: Adult Mentors Teen Mentors 1. Receive information package/ face to 1. complete and sign Mentor application face meeting form 2. Complete and sign Mentor application form 3. criminal record search 2. verification of good standing (sign-off by school principal) 4. Three references 3. three references (one may be the principal) 1 5. A doctor s reference (where 4. an assessment interview 2 available) 6. Interview with Recruitment 5. training Coordinator/ Caseworkers 7. Cross-referenced with the Volunteer Registry prior to acceptance and date and result of check is documented in the volunteer s file 8. training Considerations: We should work under the good-faith assumption that most applicants are suitable. We must do our best to expedite applications and consider that if we take too long to process applicants we will lose them. There is a responsibility on our part as staff to assess the readiness of applicants to take on a friendship and to generate a mutual commitment to establishing and sustaining the friendship. Staff should create an expectation among applicants that staff and donor money is invested in screening and preparing applicants to form friendships with children. As such, responsibility should be fostered among applicants for their role in furthering their candidacy for voluntary duty with BBBSAP. Applicants should be made to understand that they will have to re-submit to a modified screening process if they let their applications lapse more than 3 months. Applicants will be required to resubmit to the entire process if lapsed more than 12 months. We aim to convert a high number of inquiries into applicants. Policy 1. BBBSAP s mentor screening process will comply with BBBSC National Standards. 2. The applicant will be given sufficient information in order to make an informed decision about their participation in the program. 3. The Executive Director retains the ability to make the final decision as to whether an applicant has the skills and abilities to work with children and youth in BBBSAP s programs, irrespective of the their success in the screening process. BBBSAP is under no obligation to accept or assign a mentor applicant. No one will be accepted until we are confident of the candidate s suitability. Although the mentor may have completed all the screening requirements, the Executive Director makes the final decision. Where the Executive Director feels a second opinion would be helpful, the Programs Committee may be consulted. 1 References for applicants, Teens included, must be adults: this means a minimum age of Note: For Teen Mentors: Items (4) and (5) will be conducted in the school at schools and students convenience. Page 9 of 37

10 4. BBBSAP staff reserve the right to reject applicants at any point in the screening process or afterwards. Applicants may be rejected prior to an interview. 5. Applicants who appear to be suitable will be moved through the process as quickly as practical / possible. a) Wherever possible, suitable applicants will be interviewed within 2 weeks of BBBSAP s receiving their completed applications. b) Applicants deemed appropriate at the interview stage will be scheduled for training c) Unsuitable applicants files will be promptly closed by Caseworker via rejection letter d) Applicants deemed unsuitable prior to the interview will not be interviewed. e) Applicants deemed unsuitable at the interview will not be invited to the next stage. g) Program staff should feel free to consult colleagues or the Executive Director throughout the screening process as appropriate Policy: Reference Checks 1. BBBSAP follows the National Standards of BBBSC in obtaining at least three reference checks for mentor applicants: one character reference, one family references, and one medical and/or professional reference (ideally the applicant should have known the referee for two years). 2. All references (including those for Teen mentors) must be at least 18 years of age. 3. Only one reference may be from a family member, and this may not be a character reference. 4. Where quality references are not available in any of the categories outlined, additional references will be required. In all cases however, point #3 applies. 5. If the referee(s) returns a negative response(s), the applicant may not be considered for mentor service (see procedures below). 6. Teen Mentors: The school liaison, must act as one of the references for applicants wishing to become Teen Mentors. a) A covering letter accompanies the reference questionnaire advising the referee about the Agency and the applicant s intent to mentor. The referee is given the option to view the applicant s signed release form. b) Telephone references are recorded on the reference form and signed and dated by the staff obtaining the reference. c) Where a reference check is not clear the Caseworker will call the reference and clarify the reference s opinion of the applicant s suitability for the program. d) The mentor screening process may proceed before the receipt of reference responses or the Criminal Records Check at the discretion of the Caseworker. e) All reference responses are maintained on the applicant s file and recorded on the face sheet of the mentor file Policy: Criminal Record Check 1. A Criminal Records Check will be completed for all adult mentor applicants. 2. A Criminal Records Check will normally not be completed for Teen Mentoring, but may be conducted at the discretion of the Agency. 3. The Criminal Records Check will always involve a Vulnerable Sectors Check. Page 10 of 37

11 4. All cases involving prior convictions will be reviewed by the Executive Director and may possibly be brought to the Programs Committee. 5. Where a Criminal Records Check cannot be reliably established for at least the immediate past two years, the Case will be reviewed by the Executive Director. a) The results of the criminal record check will be recorded on the mentor face sheet. b) Where the results of a criminal records check are not clear (for example, a record may exist for the individual): i. The Recruitment Coordinator will call the source of the CRC and attempt to determine the nature and status of the record. ii. If the result remains unclear, the Recruitment Coordinator will advise the applicant that something has come up on the CRC and attempt to determine the nature and status of the record. iii. If the result remains unclear, the file will be taken to the Executive Director to determine how best to proceed 3.08 Policy: Interview 1. Interviews will only be booked upon receipt of a complete, signed application form, references ad police check. 2. Interviews must be conducted by a qualified staff member in person and may occur anywhere that confidentiality can be maintained. 3. The interview will offer prospective mentors the opportunity to learn more about the organization, its mission, and available mentor positions. 4. The interview will include a review of the program information to ensure that mentor applicants have read and understand program parameters, requirements and expectations. The objectives of the mentor interview are: Screening: a guideline to assist Service Delivery Staff in gathering information in order to make a thorough assessment as to whether the mentor would provide a positive mentoring relationship to a child. Relationship building: an opportunity for the interviewer to build a relationship between the applicant and the agency. a) Mentor applicants are called within 3 days after receiving their application to schedule an interview with the Recruitment Coordinator and Caseworker. b) The Recruitment Coordinator and Caseworker will undertake an interview with the mentor applicant. The interview questions will comply with BBBSC national standards, Ontario Human Rights Code, Employment Standards Act, and Volunteer Canada s Ethics. c) Any issues that need to be clarified by the Recruitment Coordinator and Caseworker should be addressed at this time. d) The mentor applicant is given the opportunity to ask any questions or clarify the information shared anywhere in the screening process to date Policy: Child Safety Training Page 11 of 37

12 Child Safety training will be scheduled as soon as practical following the interview (optimally within two weeks). a) Deliver Child Safety Training using video and other resources provided by BBBSC. b) Training has an expiry date of 12 months: full re-delivery is required to applicants who have not been matched within 12 months of training. Caseworkers have a responsibility to advise applicants of this Policy: Acceptance 1. The mentor screening checklist must be completed for all mentors. 2. The mentor candidate s name and date of birth must be entered and cross-referenced with the Volunteer Registry prior to acceptance and date and result of check is documented in the volunteer s file 3. The mentor file is submitted to the Executive Director to sign-off prior to acceptance. The Executive Director will only sign off on files that are complete 4. The Recruitment CoordinatorCaseworker will send a letter to the mentor officially accepting them to the program. A copy of the letter will be placed in the file Policy: Matching the Mentor 1. The child s need for a positive role model and additional support is the driving factor behind matching considerations. We endeavour to establish quality friendships by balancing the needs of the child and family against the preferences and capabilities of the mentor. 2. Priority is assigned to matching children of male absent families where the child sees the male role model less than once a month. This is a firm requirement in the Big Brothers community-based programs. 3. Caseworkers will remain sensitive to the matching preferences of the participants. Discussion BBBSAP will attempt to establish matches within 90 days of application. New mentors will receive a BBBSAP membership card with their match letter. All membership cards will be updated bi-annually and distributed in January of each year Policy: Rejection / Withdrawal 1. Applicants not deemed suitable based on matching criteria will be notified of their rejected application as soon as possible. 2. Applicants who are not actively pursuing their applications (who have failed to maintain contact) for more than two months will be considered to have withdrawn and the applicant will be advised in writing that their application file has been closed. Should the Recruitment Coordinator and/or Caseworker determine, at any point, that an applicant or a mentor is not suitable for the program, the Caseworker is to inform the Executive Director of the situation within two working days. Page 12 of 37

13 The Caseworker will correspond with the applicant by mail to inform them of their rejection within five working days. Rejection letters are to be issued by the Caseworker and signed by the Executive Director Policy: Appeal of Decision Rejected applicants may lodge an appeal which will be reviewed by the Programs Committee. The applicant will be notified in writing within one week of the Committee s determination. An applicant may appeal the decision to reject their offer of service through the following process: a) A letter of appeal from the applicant should be sent to the Executive Director. b) The staff member who recommended rejecting the mentor will not participate in the appeal process. c) The Programs Committee will review the letter, the assessment and any other information relevant to the applicant s suitability. d) Within one week of the Programs Committee s decision, the applicant will receive a letter from the Executive Director informing them of the outcome of the appeal. e) If the applicant takes any further action, the Executive Director will bring the matter to the attention of the Board of Directors. Page 13 of 37

14 4. Child Referrals, Intake, Screening, Training, and Matching 4.01 Policy: General Considerations for Children BBBSAP staff will make every reasonable effort to enable families to participate readily in the screening, training and placement processes of BBBSAP, including the delivery of workshops off-site, or on alternating schedules. Discussion Families often encounter challenges with child care in order for parents/guardians to engage in BBBSAP s screening, training and placement process. Program staff will remain sensitive to the medical or health situation of applicant families Policy: Referrals, Intake and Screening Community Based Programs: Priority will be given to the following situations: matching boys aged 6-14 of father-absent families who have less than once a month contact with male role model (for BB program) or other parent (for BS program);. matching those from a relatively stable home situation: not in crisis; good communication between guardian(s) and child; matching those where sufficient family capacity exists to ensure mentoring relationship has the appropriate support. Please note that we will not act on the referral of a third party: the family must call us in order to activate a file (some measure of family commitment is required). In School Mentoring Programs: Priority will be given to children who are: in grades 1 through 6; likely to be significantly positively impacted ie: Children for whom a stable relationship with a caring person will have a significant impact in terms of their resiliency and capacity; matchable, given the characteristics of our available mentor base. Considerations 1. We cannot match children with major presenting behaviours. 2. The onus is on the Caseworker to conduct an ongoing discussion with school liaisons to educate them about appropriate referral criteria. 3. Program staff will maintain child wait pools of sufficient length and diversity (maximum 30) in their service delivery areas in order to maximize the likelihood that high quality, lasting friendships can be established among participants in a timely fashion. 4. Children may remain in the wait pool and eligible for program services until their 14th birthday. 5. Children whose matches end prior to the minimum of one year will be placed back in the wait pool. a) The Little s interview guide should be completed for all community-based applicants. b) Families on Hold: The Caseworker will check-in with the families every 6 months. The purpose of this is to (i) determine whether anything has changed to alter the eligibility of the Page 14 of 37

15 child for our service or the readiness of the family to be involved in a match; and (ii) let them know we are still working on their behalf Policy: Child Safety Training Each child receives Child Safety Training. Parents / guardians in community-based programs also receive Child Safety Training Policy: Matching the Child 1. BBBSAP will attempt to establish matches that have the greatest likelihood for lasting a minimum of one year. 2. The child s need for a positive role model and additional support is the driving factor behind matching considerations. We endeavour to establish quality friendships by balancing the needs of the child and family against the preferences and capabilities of the mentor. Note: We recognize that matches within the In-school program that last a school year will, in fact, last nine months. The principle at work here is the explicit acknowledgement that our business is to establish lasting friendships, and that the success of our work is assured at least in part by sufficient match duration Policy: Family Dismissal Family Dismissal refers to those situations where a match must be closed because of actions by the family that negatively impact the match and our ability to adequately monitor the match. 1. The Caseworker, in consultation with the Executive Director, has the authority to dismiss a family where: Families refuse to participate in monitoring or child safety guidelines and requirements as required by BBSAP; Family behaviour contravenes the match agreement or negatively impacts the spirit of the match agreement; The parent/guardian is being unreasonable about their expectations; Any kind of safety concerns arise. 2. Attempts will be made by the Caseworker to resolve any problems before dismissing the family. All families in danger of dismissal should be brought to the Executive Director for discussion. a) Family dismissal requires approval from the Executive Director. b) All attempts will be made to discuss the dismissal and the grounds for dismissal with the match participants. A letter will also be issued to match participants within two days advising them of the closure of the match. Page 15 of 37

16 5. Match Management 5.01 Policy: Supervision of Matches 1. Each match shall have a designated supervising staff member Caseworker. 2. Information on all active mentors shall be updated on an ongoing basis as prescribed by the National Standards of BBBSC. 3. Match Supervision must conform to the required Minimum Supervisory Contacts as specified in the Matching & Match Monitoring section of the the National Standards of BBBSC. 4. Written goals are set for each match and progress towards achievement reviewed annually. 5. The Match Monitoring Form must be completed by the relevant Caseworker for every face to face, phone, or contact with match participants 6. Case Log 1 and Case Log 2 must be updated within one week of contact and signed for all matches All Match Supervisory contacts must include: a) Review and revisit annual goals set for the match; b) report of any issues of concern; c) possible courses of action suggested by the Caseworker and course of action taken; details of resolution; d) referrals to external agency(ies); e) time spent with child and activities participated in; f) an evaluation of volunteer s, child s and parent s ability to apply child safety practices and principles inclusive of behaviours which promote child safety and demonstrate effective problem solving. The In-School Mentoring program is exempt from this provision; g) completed mandatory evaluation and data gathering tools h) an update on how the match is generally progressing Policy: Voluntary Match Closure Where a mentor voluntarily chooses to terminate his/her services: 1. The Caseworker will advise the child and family (school liaison if a school-based program) of the eventual termination. 2. Where appropriate, the mentor will be encouraged to bring closure to the relationship with the mentee (and the parent/guardian in the case of community-based programs) as quickly as possible. 3. The Caseworker or designate will conduct a closure meeting, if possible, in person, with all participants. If it is not possible for all participants to be present, closure meetings should be held separately. All reasonable effort will be made to conduct face-to-face meetings. 4. If contact is not appropriate, the Caseworker will advise the mentee (and their parent/guardian in the case of community-based programs) of the mentor's termination and bring closure to the relationship(s). a) A letter of termination is mailed to the mentor, Little and parent by the Caseworker. b) Caseworkers complete Closure Report and archive the entire file completed and signed. Page 16 of 37

17 Policy: Mentor Dismissal 1. Where the Caseworker of the match feels that safety or well-being of a child is threatened, or the integrity of the program is compromised, the Caseworker will move swiftly to terminate a match. 2. The Caseworker, in consultation with the Executive Director, has the authority to dismiss a mentor: Who does not comply with BBBSAP s Policies & ; Who provides unsatisfactory service which may result in concern for the safety and welfare of the clients or other team members; or If it is deemed in the best interests of BBBSAP or the match stakeholders. 3. Dismissal of mentors will normally be a last resort, applied only when reasonable and appropriate approaches have been attempted and have failed. a) Dismissal will take place only after consultation among the Caseworker, the Executive Director, and the mentor, and must be approved by the Executive Director. b) Mentors have the right to expect: constructive feedback clear details regarding inappropriate or unsatisfactory performance/behaviour suggestions regarding what and how to improve; time and opportunity to demonstrate improvement (notwithstanding any safety concerns by BBBSAP staff). c) Mentors may be discharged without warning for just cause. BBBSAP has the right to require a mentor to leave the program immediately. Grounds for immediate dismissal may include, but are not limited to: Failure to abide by mentoring guidelines; Negligence, gross misconduct, insubordination, illegal, violent or unsafe acts; Abuse or mistreatment of program participants; Unwillingness or inability to support the friendship to further the mission of the organization or the objectives of the program; Failure to meet physical or mental standards of performance d) A letter of notification will be issued by the Caseworker within two working days to all relevant parties regarding the severance of the mentor s relationship with the agency Policy: Age Eligibility All matches can be sustained until the mentee turns 16. Exceptions may be made where approved Scholarships require agency participation Policy: Mentor Compensation Mentors will function without the expectation of compensation unless alternate arrangements have been made within a pre-approved program format and with the express consent of the Executive Director. Page 17 of 37

18 5.06 Policy: Overnight Visits Within its community based mentoring programs, BBSAP recognizes that the friendship between a mentor and mentee may develop to the point where overnight visits may be considered a natural progression. Overnight visits will conform to the National Standards prescribed by BBBSC Policy: Program Events and Activities The primary purpose of the annual Program Events & Activities calendar is to enrich the quality of our Big & Little friendships. The secondary purpose is match retention. There are two types of events: Participation and Appreciation. The Participation events are organized to provide fun activities for our pairs to enjoy. The Appreciation events are designed to recognize and reward our Bigs & Littles. By organizing enjoyable activities and events for our pairs, we hope to lower closure rates, increase the length of matches, and create stronger relationships between the Big & Little, and between the volunteer, child, and BBSAP. 1. The Program staff, with the support of the Programs Committee will be responsible for developing a schedule of events for each calendar year. 2. Each Caseworker is responsible to work cooperatively and share responsibility in organizing program events (this includes participation at each event and necessary follow-up). 3. The calendar of events will contain a mixture of program-specific versus program-wide activities. 4. Each event will have a clear purpose and will be designed with the above stated goals in mind. 5. We will attempt to hold at least 4 events per year. The calendar will be designed to take annual work-loads into account. 6. Feedback will be captured through documentation in order to help design future Events & Activities Calendars. a) Feedback sheets will be distributed and collected at each event by the event organizer(s). b) Attendance of pairs must be documented at each event by the event organizer(s). c) The event organizer(s) must ensure that safety and first aid procedures are in place at each event. d) For In School Mentor Littles, prior written consent is required from the child s parent or the school. Note: BBSAP distinguishes between: group activities (normally a one-time event such as a picnic, barbeque, sporting event etc.) which do not require normal screening provisions for supervision; and group programs which are ongoing and conform to standard service delivery requirements. When hosting a group activity: 1. Agency staff will document attendance. 2. Safety and first aid procedures will be in place. When hosting a group program: Page 18 of 37

19 1. For group programs, the screening, training and supervision of mentors will follow the policies and procedures for mentors in 1:1 programs Policy: Vehicle Insurance All matched mentors who will be transporting children and youth in their vehicle must carry up-todate basic auto plan insurance, including $1,000,000 liability insurance. Procedure Mentors are required to show a copy of their current auto insurance policy and driver s licence Policy: Medical Conditions 1. Any medical information that could affect the match participants needs to be shared by the participants (e.g. epilepsy, diabetes etc). The onus is on the participants to ensure that they make other parties aware of any relevant medical conditions or risks. 2. The mentor must be made aware of any dietary restriction, allergies, or medication the mentee is receiving, and of any relevant health concerns that would limit the mentee s activities. Any pertinent family medical data such as family doctor or information on Medic Alert bracelet needs to be shared with the mentor. 3. No administration of medication to a mentee by a mentor is permitted with the exception of emergency life-saving situation (e.g. the use of a auto-injector in the case of anaphylactic shock, an inhaler for severe asthma, etc.). 4. Any person involved in the agency who may be in a position of 1:1 supervision of a child with a known medical condition such as anaphylaxis or epilepsy which may require emergency treatment must be trained, in the event of an emergency. 5. All mentors and agency staff, as appropriate, should be educated about universal precautions for handling bodily fluids. a) Caseworkers will provide the parent/ guardian a waiver giving the mentor permission to access emergency health care for their child. b) Caseworkers will discuss any relevant medical information or other potential risks among match participants during the match pre-introduction and provide the mentor with a copy of the medical waiver outlining any restrictions or conditions which the mentor should be aware of for safety reasons. c) Known relevant medical conditions or risks will be documented in the match participants files Policy: Smoking, Drinking Alcohol and Drug Use 1. The health and safety of mentors is of primary importance to BBSAP. The agency will provide a safe working environment for all mentors. Big Brothers Big Sisters of Ajax- Pickering promotes role modeling of a healthy lifestyle, which includes promoting a smokeand drug-free environment. 2. Smoking and the consumption of alcoholic beverages while mentoring is prohibited during outings with children and will result in dismissal from the program Policy: Harassment According to the Ontario Human Rights Act, Harassment means engaging in a course of vexatious comment or conduct that is known or ought reasonably to be known to be unwelcome. Page 19 of 37

20 Any behaviour which offends, humiliates, insults or degrades a person or a group of individuals or which creates a hostile, intimidating or uncomfortable working environment may be defined as harassment. BBSAP is committed to protecting employees and affiliates from: Harassment / discrimination based on race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, disability, age, marital status, family status or records of offence; Harassment in any form - physical, psychological or verbal is prohibited. In cases of harassment, prompt action will be taken by the supervising staff member. Harassment is considered to have taken place if a person knows or ought reasonably to know that their behaviour is unwelcome. BBSAP is committed to providing an environment in which genuine friendships are fostered, free of harassment. BBSAP prohibits any form of harassment by program participants and views such action as serious misconduct. Violations of this policy will result in disciplinary action, up to and including possible discharge. Behaviour which can constitute harassment can include, but is not limited to, the following: Physical or verbal abuse Derogatory or inappropriate jokes or teasing Insults or taunting Inappropriate physical contact Suggestive looks (leering or staring) or suggestive gestures Display or circulation of any sexually suggestive written materials or pictures. Unwelcome and unsolicited sexual advances A sexual solicitation or advance or threat for rejection of a sexual solicitation or advance used as a condition of friendship. It is the responsibility of each participant to try to ensure that these prohibited activities do not occur. Participants who witness harassment or who become aware that an individual is being harassed have a responsibility to report the incident immediately to his/her supervisor without fear of reprisal. Match participants are responsible for providing a harassment-free environment and, upon becoming aware that some form of harassment is occurring, for taking prompt, corrective action even if no formal complaint is made. a) A participant who feels that he/she is experiencing harassment in their connection with BBSAP is encouraged, if appropriate, to make it known to the harasser that the behaviour is offensive and unwelcome. If this is not practical then the person experiencing the unwelcome behaviour should speak to their immediate supervisor. b) In matches where harassment is alleged, the match will be put on hold by the Caseworker. c) The individual receiving the complaint will be responsible to report this to the Executive Director, in order to determine who should conduct the investigation. To the extent possible, this will be conducted in a timely manner and the resolution will be implemented, if necessary, as soon as possible. d) If it is determined that an allegation of harassment is founded, the complainant and the respondent will be advised of this in writing, and corrective action will be taken which may include any one or more of the following: a formal apology counselling/ training about inappropriate behaviour written warning placed in the participant s file suspension or discharge of a participant. e) If the Complaint is found to be frivolous or vexatious then corrective action may take place up to an including termination Policy: Non-Serious Occurrences Page 20 of 37

21 Non-Serious Occurrences are defined as situations that do not have significant impact on our clients or others involved in our service delivery, but which still need to be documented. Non- Serious Occurrences include but are not limited to: Accidents not involving injury Boundary violations (eg: over-involvement with the mentee s family ) Violations of the friendship agreement such as the sharing of phone numbers in the In- School program 1. Any concerns of unsafe, questionable or inappropriate behaviour of match participants will be reported by the appropriate Service Delivery Staff member to the Executive Director in a timely fashion. 2. Mentors will be instructed to report incidents to their Caseworker. 3. The occurrence will be documented in both the child s and the mentor s files a) Where a mentor is involved in an incident, s/he must complete and return a Non-Serious Occurrence Report Form (available from her/his Caseworker) to his/ her caseworker. If the mentor is unable to complete the Incident Report, the Caseworker shall complete it. b) When in receipt of the Non-Serious Occurrence Report Form, the Caseworker shall forward this to the Executive Director. c) One copy of the Incident Report will be forwarded to the Executive Director, discussed as appropriate, and one copy will be placed in the mentor s file Policy: Serious Occurrences Serious Occurrences are defined as situations that have significant impact on our clients or others involved in our service delivery. Serious Occurrences include but are not limited to: accident involving injury medical emergency or hospitalization physical aggression theft alcohol or drug abuse sexual acting out alleged abuse alleged sexual assault physical self-abuse suicidal risk public complaint property damage death negligence * For protocols regarding Allegations of Abuse see Policy 5.14a below 1. Serious occurrences will be responded to in a manner that first and foremost protects the safety and well-being of clients and staff. 2. Mentors must report serious occurrences to their supervising Caseworker. 3. When a mentee is involved in a serious accident, emergency or dangerous situation, the relevant Caseworker will promptly notify the parent /guardian. 4. The Caseworker will review the incident with relevant parties as soon as possible, and will then notify the Executive Director. 5. BBBS Canada s Serious Occurrence Policy Guidelines will be followed (see attached). Page 21 of 37

22 a) The supervising Caseworker must complete and sign the Serious Occurrence Tool with input from relevant parties as appropriate. The Caseworker must forward the Tool to the Executive Director and discusses as appropriate. Where the occurrence involves match participants, the Tool will be maintained in the child s and mentor s files. b) The Tool must be completed within 24 hours of the incident being reported and will include the specifics of the incident, the action taken, who was notified and any follow-up required. A copy of this report will be sent to BBBS Canada within three business days of the occurrence (see mandatory Outcome Evaluation Program Serious Occurrence Tool ). c) A post-incident interview will be held, at an appropriate time, with the child (if appropriate), parent and mentor (if appropriate) for the purposes of obtaining feedback on the process and ensuring client and mentor satisfaction regarding the handling of the crisis (see sample Post Incident Interview document from BBBS Canada). d) Staff will refer to BBSAP s Crisis Communication Plan for communications protocol surrounding Serious Occurrences. All communications with media shall be conducted through the Executive Director or Chair of the Board of Directors. No one other than the designated spokespersons shall speak with the media. Refer to Section 9 for BBSAP s Crisis Communications Protocol Policy: Allegations of Abuse The Policies and outlined below are in addition to those outlined in In keeping with child welfare legislation, all allegations of abuse will be reported to the appropriate authorities for investigation. Suspected or actual incidents of serious inappropriate behaviour will be documented and reported to legislated authorities as soon as possible and to the Chair of the BBSAP Board of Directors within 24 hours of the incident being reported. 2. Appropriate intervention will be initiated immediately which will include an immediate cessation of any contact between the child and the alleged abuser, should this party be an affiliate of the Agency. 3. Mentors, families and children will be directed to report: indicators of abuse or disclosure of abuse immediately to an appropriate child welfare authority or to police and then to BBSAP. 4. Where there is a documented allegation of abuse: i. a duplicate 3 copy of all such case records will be made and stored by the agency. ii. BBSAP must forward the mandatory Confidential Reporting Form: Allegation of Abuse to BBBS Canada within two weeks of learning of the alleged abuse. iii. The person against whom an allegation of abuse has been registered shall be suspended from further involvement with the agency until a resolution deemed satisfactory to the Executive Director has been reached; iv. BBSAP shall monitor compliance with this policy by all parties. v. BBSAP shall keep a written record of the determination and the reasons for the determination in the appropriate files. Discussion Legislation provides for legal disciplinary action regarding the failure to report suspicion of child abuse. Action can occur ONLY after the appropriate authorities have completed their investigation. BBBSAP must always exercise caution in its inquiries regarding an allegation of abuse, so as not to interfere with, taint or compromise an official investigation. 3 Often authorities will take original documents as evidence. BBBSofAP staff should ensure that duplicate copies are made prior to the removal of the files from the office. Page 22 of 37