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OVERNIGHT VISIT POLICY Overnight Position Powered By Docstoc
					                                    OVERNIGHT VISIT POLICY
While the agency does not endorse or encourage overnight visits between Bigs and Littles, we recognize that in long-
term match relationships these visits may be an important part of some activities (such as camping trips, visits to other
cities, etc.) and may be valuable to the match participants in developing their one-to-one relationship. The professional
staff will discourage overnight visits within the first 6 months of a match. Further, prior to any overnight stays at any
time during the match, the agency will request that the volunteer first gain the permission of the parent/guardian and then
advise the professional staff of their intention for the overnight. With the permission of the parent/guardian to proceed
with the overnight visit and after having advised the professional staff, it is recommended that arrangements should be
made for separate sleeping areas (i.e. the Big and Little should not sleep in the same bed, bedroll, blanket, sleeping bag,
etc.). Further, the professional staff will verify that the parent/guardian has completed the “Power of Volunteer” form
authorizing the Big(s) to secure any necessary medical attention for the Little on behalf of the parent/guardian should a
medical emergency arise. If match partners have occasional overnight visits (for example, those which may be part of a
single camping trip or visit to another city), follow-up contacts by the professional staff will be done within a week
following the event. If regular overnight visits (such as those that are set monthly or quarterly) are occurring in matches
that have been together longer than one year, the contact schedule for the match will be at least quarterly. Each
overnight visit will be evaluated individually according to the professional judgment of the Match Support Specialist. No
overnights are permitted with High School Bigs.

Information on child safety/sexual abuse prevention is provided to Bigs during the mandatory orientation session. Bigs
receive a handbook that informs the Big about what constitutes child sexual abuse, how common child sexual abuse is in
our area and how to recognize and respond to child abuse. Bigs are also given the 24 hour National Child Abuse Hotline.
During orientation, the Bigs are instructed to let the agency know if their Little begins acting in a way that is unusual for
him or her. Bigs are also informed that sudden behavior changes or uncharacteristic behavior is often a sign that the child
is stressed or bothered about something-a clue for the agency to follow up.

Information on child safety/sexual abuse prevention is provided to the parent/guardian and the Little during the time of
their interview. The parent/guardian receives a Parent’s Guide to Prevent Child Sexual Abuse that the professional staff
will go through one-on-one with the parent/guardian at the end of the interview. The parent/guardian also receives
general safety tips for parents/guardians to help keep their child safe. The child will receive either a Kid’s Guide to Who
You Can Trust or Teen to Teen workbook which the professional staff will go through one-on-one with the child at the
end of the interview. The child will also receive general safety tips, school safety tips, tips for children who are home
alone, rules for going to and from school more safely, and Internet safety tips. Both the parent/guardian and the child are
instructed at the time of the interview to contact the office immediately if the parent/guardian is ever uncomfortable with
the volunteer or the child is uncomfortable or confused about the way in which they have been touched by the volunteer.

Big Brothers or Big Sisters may refer sexually active clients to community resources for counseling. Information
regarding such appropriate resources may be obtained from the agency staff.

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It is required for any volunteer interested in a Community-based or Site-based match that he/she receives an orientation
to both programs prior to enrollment and attend a training session prior to becoming matched. At the time of training, the
potential Big is informed about the following:

   Mission/Vision of the Agency
   Qualities of an Effective Big
   Match Types
   Enrollment Process
   Roles & Expectations of a Big, Little and a Parent/Guardian
   Program Goals
   Quality Measures (POE & Satisfaction Surveys)
   Keys to a Successful Match
   Situations a Big may encounter
   BBBS Support System
   Code of Conduct
   Child Safety
   Match Closure

The agency will also provide on-going training based on the professional staff’s assessment of the match and the
volunteer’s and/or child’s needs.

                           BOARD AND STAFF SERVING AS BIG
Members of the Agency Staff, Board of Directors and Advisory Council(s) may serve as Big Brothers, Big Sisters or
Couples Matches with their spouses and will be subject to the same enrollment, matching, supervision and other
procedures as those required for the acceptance, matching and supervision of other volunteer Big Brothers, Big Sisters or
Couples Matches. An agency staff member serving as a Big will not be allowed to professionally support or assess
his/her match.

Persons residing with the applicant shall be provided with a brief orientation over the phone or in person and a reference
check questionnaire will be used with household member. It is to be understood that no unscreened person is to spend
time alone with the youth. In the case of a couples match, at least one interview will be conducted individually with each

                    EXPERIENCE PROCEDURE
Any professional and/or volunteer youth experience (including having served as a Big Brother or Big Sister) must be
reported by the applicant during the enrollment process. Professional staff will determine the appropriateness of gaining
additional information related to such experience.

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                  AND DECISION MAKING
 The qualifications for all professional staff workers within the Big Brothers Big Sisters organization shall include having
 demonstrated personal stability, compassion, mature judgment, sensitivity, a sense of responsibility, integrity, initiative,
 a sense of commitment to helping others, analytical ability, self confidence, and an ability to be articulate in verbal and
 written communications. An objective evaluation of past performance in their school and work history, as well as
 personal interviews and investigation of references, should provide the basic information for judging whether these
 qualities exist. These same qualifications shall be demonstrated by any volunteer or para-professional staff members
 who may be used to perform staff functions. Further, all volunteers who function in staff positions shall be held
 accountable to the same qualifications and applicable policies and procedures as employed staff.

 In addition to these personal characteristics, members of Big Brothers Big Sisters Service Delivery staff shall have
 specific training in service delivery systems and possess the ability to utilize this training in their work. This training
 will be demonstrated in part through the holding of a four-year degree. They should have the ability to involve others in
 individual interviews and/or in groups so as to assist others in gaining insight into their own situations and become
 motivated to become more effective persons. Professional staff workers should be able to utilize their knowledge to
 effect movement towards socially attainable goals. They must have an open-minded appreciation of the potential of the
 lay volunteer and recognize the volunteer's value in helping a youth. Staff shall assist the Big Brother, Big Sister or Big
 Couple to become as effective as possible in deepening the relationship with a Little Brother or Little Sister. The staff
 also assists the youth's parent or guardian to be as effective as possible and to appreciate and encourage the relationship
 between the youth and the volunteer.

 Staff employed to hold executive positions shall have an undergraduate degree and have demonstrated service delivery
 and administrative skills. In the absence of specific training in administration, those holding executive positions shall
 receive training in management systems and procedures.

 However, volunteer and para-professional staff may be used under the direct supervision of a degreed, professional staff
 member and may perform enrollment interviews, orientations, routine match supervisory contacts and other assigned
 program responsibilities provided that all service delivery decisions from enrollment through closure are made by a
 professional staff member.

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Big Brothers Big Sisters carries multiple insurance policies that apply to both volunteer Bigs and Littles. These
insurance policies include the following:

1) General/Professional Liability (limits of $1,000,000/$1,000,000)
        Separate limits of $1,000,000/$1,000,000 for Abuse and Molestation
2) Hired/Non-owned Auto Liability ($1,000,000 Personal Injury/Physical Damage)
3) Volunteer Excess Liability (each occurrence $1,000,000)
4) Excess Automobile Liability (each occurrence $500,000)

Volunteers, when engaged as Bigs, serve as “agents” of Big Brothers Big Sisters of Northeastern WI. Any time that they
are engaged with their individual Little, they are considered to be “in service” or in the employ of the agency. It is for
this reason that we place emphasis on their role by providing a “job description” and training them to be effective in their

In order for our insurance policies to be applicable, a “claim” must be filed seeking financial compensation from our
insurers. A “claims event” must occur in order for a claim to be filed. Such an event could be something like an auto
accident in which the Big and Little are involved in and an injury occurs. The first insurance that would provide
compensation for a claim of personal or physical damage would be that of the driver (Big or Little). If claims were to
exceed the level of insurance the volunteer has, then a claim could be filed with our insurance carriers. Our insurance is
secondary to their personal coverage.

Our insurance becomes “primary,” if a claim is filed seeking compensation from the agency insurers. If a Big or Little
filed a claim for compensation of damages they incurred (personal or physical) during the time they were involved in an
activity as part of their match, their insurer may investigate the incident and determine that our insurers should pay the
claim. Our insurers have stated that no claims have been paid in our agency history, so the instances of our insurance
being “primary” are seemingly very few.

At all times, we should emphasize that a Big should behave according to our defined “job description” and the general
rule of “What a prudent person would do. . .” The agency does not limit a Big and Little from engaging in activities that
they would find mutually agreeable. However, the Big must be aware that a child is not capable of the same level of
consent that an adult can provide.

The most important factor in any activity decision is securing the permission of the parent if the Big is uncertain.

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                                     CONFIDENTIALITY POLICY

Standard 21:
The affiliate has developed policies and procedures regarding the management of confidential information.

  Access to Confidential Records

  In order for Big Brothers Big Sisters of Northeastern Wisconsin to provide a responsible service to area youth, it is
  necessary for volunteers, youth and parents or guardians of the youth to be asked to divulge extensive personal
  information about themselves and their families. The agency respects the confidentiality of its youth and volunteer
  records and, with the exception of the situations listed below, shares information about the youth and volunteers only
  among the agency professional staff. The right to confidentiality applies not only to written records, but also to
  electronic mail, video, film, pictures and the use of client or volunteer names in agency publications.

  All records are considered the property of the agency and not the agency worker or youth or volunteers themselves. In
  order to provide a service which is in the best interest of the children served by the program, information from outside
  sources (including confidential references) must be assessed along with information gained from the youth or volunteers
  themselves. Records are, therefore, not available for review by anyone other than those outlined within this statement of

  Youth and volunteers shall be provided, at the time of application, a statement on confidentiality, along with the
  exceptions which define the limits of confidentiality. A youth or volunteer shall sign a statement that he/she has read
  and understands the agency policy on confidentiality and agrees to program participation under the guidelines it sets

  Limits of Confidentiality

  Information from youth or volunteer records may be shared with the individuals or organizations specified below and
  under the following conditions:

  Information will be released to other individuals or organizations only upon presentation of an authorized "consent to
  release information" form appropriately signed by the youth or volunteer.

  In the event the above conditions are met, the following protocol will be followed:

  Many organizations not connected to Big Brothers Big Sisters of Northeastern Wisconsin allow open access to their
  records. Therefore, duplicates of Big Brother Big Sister youth or volunteer records are never to be sent to other
  organizations, since disclosure could result if the receiving agency has an open access policy. The worker should discuss
  the request with his/her supervisor. In the event that a request for information from another organization is stated in
  general terms, clarification regarding the specific information requested and the intended purpose is necessary. A
  summary of information appropriate to the request should then be determined. It is essential that this summary remains
  true to the facts.

  A copy of the information summary sent to the agency should be placed in the youth’s or volunteer’s file along with the
  signed consent to release information form.

  Identifying information (including photographs, videos, etc.) regarding a youth or volunteer may be used in agency
  publications or promotional materials if the client or volunteer has given permission.

  Youth and volunteers will be asked to sign a form authorizing permission for photos and /or their name to be printed in
  the agency newsletter or promotional materials.

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A copy of this form, if signed, should be placed in the youth’s or volunteer’s file.

If written permission is not obtained, information identifying said youth and volunteer shall not be made public for any

For purposes of program evaluation, audit, or accreditation, and with the prior approval of the Board of Directors, certain
outside bodies may need access to client and volunteer records. These outside organizations shall be required to respect
the agency policy on confidentiality. Outside parties shall be required to use information only for the purpose(s) stated
in the approval action of the Board of Directors. Known violations of agency confidentiality policy will be reported to
the supervisor of the individual and appropriate disciplinary action shall be requested.

Outside bodies permitted access to client records shall be required to adhere to the following protocol:

If an outside organization does not have approval to review match or individual records through prior agreement, the
request to review youth or volunteer records must be presented to the Board of Directors and shall state with specificity
the information desired, reason for the request and the extent to which it shall be used and/or disclosed. The request
must be approved by formal motion.

Representatives of the requesting organization will be given a copy of the agency policies on confidentiality.

After reading the policy, individuals will be asked to sign a statement agreeing to comply with the agency policies and
agreeing to use the information only for purposes stated in the approval action of the Board of Directors.

A copy of the statement will be placed in the administrative file of the organization.

With the exception of representatives of Big Brothers Big Sisters of America as covered in the Agency Affiliation
Agreement and this policy statement, all youth /volunteer records to be reviewed would require written releases of
information by said youth (parents/guardians) and/or volunteers.

In addition to Agency staff, the Board of Directors shall have ongoing access to youth /volunteer files. No other member
of the Board shall have access to the files other than those appointed to review the files for standards compliance review.

The following sections specify the Agency's plan for addressing crisis situations. In the event of one of the following or
any similar crisis, the President and the Executive Director shall be the only authorized representatives of the Agency to
make a public statement. Typically, after consultation with each other and/or appropriate staff and Legal Counsel, one of
the aforementioned shall be designated as the official Agency spokesperson and all others shall defer public comment to
that individual.

Information shall only be provided to law enforcement officials or the courts pursuant to a valid and enforceable

In the event a worker is served a subpoena, the following protocol shall be followed:

The Executive Director, Board President and worker's supervisor, if different from the Executive Director, shall be
consulted and provided information related to the issue that has resulted in the subpoena.

Legal counsel for the agency shall be notified and provided information related to the issue which has resulted in the

A meeting of the above named parties and the agency worker who has been served with the subpoena shall be promptly
held. During this meeting, the participants shall review the circumstances of the subpoena and agency records.
Appropriate staff members shall be briefed if a court appearance is mandated.

Based upon this meeting and advice of counsel, the agency shall decide on an appropriate action.

Information shall be provided to an agency's legal counsel in the event of litigation or potential litigation involving the
agency. Such information is considered privileged information, and its confidentiality is protected by law.

Should litigation threaten the agency, the following protocol will be followed:

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    The Board President and legal counsel will be notified.

    A meeting of the Board President, legal counsel, Executive Director and other appropriate parties shall be scheduled.

    The Executive Director shall provide requested information pertinent to the discussion of the (potential) litigation to
    legal counsel, but such information shall be held in strictest confidence.

    The Board President shall call an Executive Committee meeting if emergency action needs to be considered prior to the
    Board meeting.

State law mandates that suspected child abuse be reported to the appropriate authorities, specifically the local County
Department of Social Services or County Department of Human Services. All workers are responsible for staying abreast of
such reporting requirements of their respective jurisdiction and shall always comply with mandated procedures.

In the event that child abuse is suspected, the following protocol will be followed:

The agency worker has a duty to report suspected abuse to the appropriate state agency in the manner prescribed by state law.
The agency shall maintain a copy of the state law related to reporting suspected child abuse in its file. The agency Executive
Director and the worker's supervisor will be notified prior to or at the time of the report. Care shall be taken to protect the
privacy of the client and volunteer to the extent consistent with reporting requirements. The agency's primary concern shall
be the protection of the best interests of the child.

If the alleged offender is a Big Brother or Big Sister, the Board President and legal counsel shall be notified. In addition,
notification of the agency's insurance carrier should be considered in consultation with legal counsel.

Big Brothers Big Sisters of America shall be notified of incidents of child sexual abuse involving a program participant,
whether a volunteer or a child. Information necessary to comply with their reporting requirements shall be maintained. The
confidentiality of any such information is guaranteed by BBBSA and shall be shared only with appropriate professional staff
and designated legal counsel.

If the alleged offender is an active Big Brother or Big Sister, the match shall be suspended.

The worker shall ask the designated state agency to report back to the agency as to whether or not abuse was indicated by
their investigation.

The BBBS agency will cooperate with the official investigative process.

If the state agency does not report back to the BBBS agency after what the agency deems a reasonable amount of time, the
agency should reinitiate contact with the state agency and/or determine a course of action based upon the available facts.

If legal action is taken against an alleged offender who is a Big Brother or Big Sister, his or her match shall be closed
immediately, and the Board of Directors should be notified and referred to the agency crisis management plan.

If no legal action results, the agency staff shall decide what further action on the part of the agency is in the best interest of
the child.

If the alleged offender is not a Big Brother or Big Sister, no notification beyond the staff level is required by Board policy,
although the Executive Director may conclude that additional steps are necessary.

All steps shall be documented in the case file.

In the event that a youth or volunteer may be dangerous to himself, herself or to others the following protocol shall be

If an agency worker receives information indicating that a youth or volunteer may be dangerous to himself or herself or to
others, necessary steps shall be taken to protect the appropriate party. This may include a medical referral or a report to the
local law enforcement authorities.

The situation shall be discussed with the worker's supervisor and/or Executive Director.

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Appropriate referral to protect the threatened individual shall be determined and action taken where there is reasonable belief
to think that such threat exists and that intervention is warranted.

All steps shall be documented in the individual's case file.

At the time a child or volunteer is considered as a match candidate, information is shared between the prospective match
parties. However, the identity of the prospective match mate shall not be revealed at this stage. Names are shared with
match mates only after the involved parties agree to the match.

Each match party shall have the right to refuse the proposed match based on the anonymous information provided. The
information to be shared may include:

Volunteer - age, sex, race, religion, interests, hobbies, marriage and family status, sexual preference, living situation, reasons
for applying to the program, and a summary of why the individual was chosen for the particular match.

Child - age, sex, race, religion, interests, hobbies, family situation, living situation, a summary of the client needs assessment
and expectations for match participation.

The client or volunteer shall have the right to review and approve the specific information before it is presented to the
potential match mate. The individual to whom the information is provided shall agree in writing not to share the information
with any other person.

The process of sharing matching information with a potential match mate shall comply with the following protocol:

A program participant who is provided with information about a potential match shall sign a statement agreeing not to
discuss the information with any person other than the assigned agency professional.

These documents shall also be placed in the permanent record of the client or volunteer.

Safekeeping of Confidential Records

The Executive Director is considered the custodian of confidential records. It is his/her responsibility to supervise the
management of confidential information in order to ensure safekeeping, accuracy, compliance with Board policy and

The management of confidential information shall be conducted by the agency in accordance with the following protocol:

All match files, both active and closed, shall be kept in locked file cabinets.

No files shall be removed from the office premises without prior approval of the Executive Director, who shall grant such
permission only when doing so would not be inconsistent with the agency confidentiality policy. A record shall be kept of
the removal of any such file.

Workers may keep working notes in a notebook for purposes of supervision of matches and related matters. These notes are
treated as confidential at all times. Such notes shall be transferred to the appropriate permanent file.

Workers may keep working notes to aid other phases of match management, as well. These notes are not a part of the
permanent file. Nevertheless, they are considered confidential, and when summarized, shall become a part of the permanent
record. Once they have become a part of the permanent record, these notes shall be destroyed.

If a special circumstance necessitates the removal of an agency file from the office, this action should be approved by the
agency Executive Director and a record shall be kept of the file(s) removed.

Closed records (hard copies) will be kept by the agency for a minimum of seven years. After that time, the file(s) will be
destroyed. A permanent data base will be maintained by the agency.

Requesting Confidential Information from Other Agencies

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A youth’s or volunteer's right to privacy shall be respected by the agency. Requests for confidential information from other
organizations shall be accompanied by an authorized consent to release information form signed by the youth or volunteer.

When confidential information is requested from another organization, the following protocol shall be followed:

An authorized consent to release information form signed by the youth or volunteer shall accompany each request for

A copy of the signed release shall be placed in the permanent file of the client or volunteer along with a copy of the letter
requesting information.

Obtaining Volunteer References Electronically Via the Internet

References are completed and collected preferably by the time of the interview. If the volunteer can not have the references
filled out prior to the interview, either a telephone call or an email reference will be used. However, if a reference has not
been received within twelve days, the Enrollment Specialist will contact the volunteer requesting he/she take responsibility
for contacting his/her reference. References will have the option to submit their reference electronically.

If sending a reference via the Internet or email, Big Brothers Big Sisters will electronically send the reference form. Big
Brothers Big Sisters staff would assure the reference that their comments will be kept strictly confidential.

Volunteers must consent to having electronic references completed on them prior to this occurring. This will be included in
the release and consent form that the volunteer completes.

Violations of Confidentiality

A known violation of the agency policy on confidentiality by a staff member shall result in disciplinary action. Depending
on the seriousness of the violation, the action may be written warning, suspension without pay or termination. At the time of
employment, all new employees shall be required to review the agency's policy in full and agree to comply with its terms.

In the event a violation of confidentiality occurs, the following protocol shall be followed:

The employee shall be notified in writing by his/her supervisor of the suspected violation.

The employee shall respond in writing with an explanation of the situation.

A meeting between the employee and supervisor and Executive Director shall be scheduled to discuss the incident.

The employee shall be notified in writing of the appropriate disciplinary action, if any, to be taken. A copy of this
notification shall be placed in the personnel file of the employee.

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                                MOTOR VEHICLE RECORDS POLICY
Attachment to Volunteer Eligibility Standards

   The agency will have on file a photocopy of the driver’s license and a copy of their current auto insurance declaration
    page or current certificate of insurance of all Bigs (at the time of enrollment), volunteers and staff who transport Big
    Brothers Big Sisters children for match activities or any Big Brothers Big Sisters business.

   The agency will have on record a copy of the Motor Vehicle Record of all Bigs, volunteers, and staff who transport
    children for match activities or any Big Brothers Big Sisters business. The motor vehicle record report will cover the
    past three years and any state in which the person lived during those three years.

   Any Big, Big Brothers Big Sisters volunteer or staff member who drives with a Big Brothers Big Sisters child must:
      Have current driver’s license with driving privileges current.
      Have current auto insurance with no less than the minimum acceptable Wisconsin limits.
      Use seatbelts for himself/herself and the child
      Maintain a good driving record *

     (*The following shall constitute evidence that a Big, Big Brothers Big Sisters volunteer or staff member does not have,
     or has failed to maintain, a good driving record:)
      One or more Type A violation(s) in preceding 36 months
      Two or more Type B violations in the preceding 12 months
      Three or more Type C violations in preceding 12 months
      One Type B violation and two Type C violations in preceding 12 months

         Type A violation—Includes (but not limited to) DWI/DUI/OWI/OUI, refusing substance test, reckless driving,
         manslaughter, hit and run, eluding a police officer, any felony, drag racing, license suspension and driving while
         license suspended

         Type B violation--includes all vehicle accidents which were at least partly the Big, Big Brothers Big Sisters
         volunteer or staff member fault and/or which resulted in the Big, Big Brothers Big Sisters volunteer, or staff member
         being found guilty of a Type C violation

         Type C violation--includes all moving violations not classified as Type A or Type B (speeding, improper lane
         change, failure to yield, running red lights or stop lights etc.)

Any Big, Big Brothers Big Sisters volunteer or staff member who does not provide:
    A copy of their current auto insurance declaration page or current certificate of insurance
    Does not have a valid driver’s license
    Does not maintain a good driving record

will be sent a letter prohibiting him/her from transporting any Big Brothers Big Sisters child. If this prohibition is ignored,
this may be grounds for terminating the match.

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CB= Community-based Match
SB= Site-based Match
ES= Enrollment Specialist
MSS= Match Support Specialist

Quality assurance is a high priority of the Northeastern Wisconsin agency, and in accordance with Big Brothers Big Sisters of
America, quality has three dimensions:

    1.    Positive Outcomes for Children
    2.    Child Safety
    3.    Customer Satisfaction

The standards as outlined are upheld and reviewed in the following ways.

1. Positive Outcomes for Children
Quality is reflected in the positive impacts of our Program Outcome-based Evaluation (POE). POE forms should be
completed by volunteers and parents for all Community-based matches at the time of match closure (if the match is over 3
month’s duration) and at the annual match anniversary. In site-based programs, POE forms should be completed by the
teacher and volunteer at the end of the school-year for all matches of 3 months or longer duration, or at match closure (if the
match is over 3 months duration).

Outcome-based match plan: At the onset of each match, the ES along with the volunteer, child & parent/guardian (if a CB
match) creates an outcome-based match plan for the first year of the match based on the 21 outcome assets on the POE form.
Each year the MSS will evaluate the POE received back on a particular match and work with the volunteer, parent, and child
to devise an outcome-based match plan for the upcoming year. The outcome-based match plan will be recorded in the file.

2. Child Safety
At the time of the enrollment interview, the parent/guardian and child is presented with sexual abuse prevention materials and
during volunteer training, the volunteer is given sexual abuse prevention and reporting materials. At the onset of each match,
the ES will review the “code of conduct” that each volunteer is required to sign prior to becoming matched while lays out
appropriate volunteer behaviors and expectations. The ES will also provide the parent/guardian, child, & volunteer
information regarding keeping children safe and safety practices to follow. Throughout the duration of the match, the MSS
will ask a list of safety-related questions for conducting quality match support.

3. Customer Satisfaction
Customer Satisfaction Surveys are an important measure of the quality of our service experienced by volunteers and parents
during the enrollment process and match relationship. In Community-based matches, Volunteer and Parent Satisfaction
Surveys are given post-enrollment (at the time of match), and post-match (at the annual match anniversary and at match
closure). In School-based programs, only volunteers receive the surveys at post-enrollment (at the time of match) and post-
match (at the end of the school year or at match closure). Parents do not complete satisfaction surveys for school-based

Direct Evaluation


Service delivery metrics are compared monthly, quarterly and annually against the same time last year performance and also
compared among similar-sized agencies. The metrics that are evaluated for quality are as followed: volunteer and youth
processing time, 6-month retention rate, rematch rate, average match length and reasons for match closure.

File Review
As part of a comprehensive quality assurance system, file reviews offer the Program Director an opportunity to assess staff
competencies, training needs, and identify areas for potential improvement in the quality of service delivered to our children
and volunteers across relationship development, youth development, and agency affiliation.

5% of all active files are reviewed each month to assess quality match support. A random selection process that allows the
Program Director to monitor individual staff performance is critical. Reviews can be conducted by supervisors,
administrators, audit or risk management committees of the Board of Directors, and/or by peers.
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Financial Control and Accounting

In addition to monthly board member review of year-to-date budget versus plan, an annual certified audit/financial review is
performed by an external accounting firm.


Legal counsel was sought for the one-time review of the facilities currently occupied by the Big Brothers Big Sisters of
Northeastern Wisconsin. Upon relocation, a determination will be made as to appropriate action needed to meet quality

In addition to the aforementioned actions, Big Brothers Big Sisters of Northeastern Wisconsin has actively identified
operational risks and taken measures to avoid impacting service, program and relationship quality. (See Identified
Operational Risks List for details.)

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Shared By:
Description: OVERNIGHT VISIT POLICY Overnight Position