Policies and Procedures - Big Brothers Big Sisters of Regina & Area

COMPLAINTS POLICY

Big Brothers Big Sisters of Regina and Area (“BBBS”) defines a complaint as any concern pertaining to our business that is put forward by staff, Board members, volunteers, donors or external stakeholders (via telephone, mail, email, social media, etc.), that is indicative of dissatisfaction or a serious concern.

Examples of complaints include but are not limited to:

Perceived failure to do something agreed upon
Failure to observe policy or procedures
Unfair or discourteous actions/statements by a staff member/volunteer
Perceived inappropriate behaviour by a staff member/mentor/volunteer
Perceived misuse of equipment or property on the part of anyone associated with BBBS
Perceived wrongdoing regarding the handling or use of cash, donations, gifts in kind, tax receipting, solicitation issues, fraud, non-compliance with CRA

Anyone personally affected can file a complaint and their complaint will be reviewed in accordance with procedure.

Link to policy

PRIVACY POLICY

Big Brothers Big Sisters of Regina and Area does not conduct commercial activities, we are still committed to controlling the collection, use and disclosure of the personal information provided to us by our mentors, families, donors, volunteers and other key stakeholders. On January 1, 2004, all organizations that collect, use or disclose the personal information of their customers, clients or employees in the course of their commercial activities will be subject to privacy legislation.

Big Brothers Big Sisters of Regina and Area is a non-profit registered charitable organization that is affiliated with Big Brothers Big Sisters of Canada. We collect and use personal information primarily to carry out and maintain our organizational mission which is to impact the lives of young people and volunteers through the power of mentoring.

Specifically, we use said information to:

Successfully and safely match our waitlist children and youth with caring volunteer mentors
Monitor our existing matches
Communicate with and solicit existing and potential donors
Communicate with, inform and support key stakeholders including our founders, Board of Directors, the Canadian Progress Clubs of Calgary and their members, community partners, other non-profit service groups, suppliers, government agencies and foundations.
From time to time, Big Brothers Big Sisters of Calgary and Area may also contact you about your application, match, volunteerism, collaboration, account, donation or to conduct market research and surveys in an effort to continually improve our services, processes or procedures that you have requested or that we have promised.

In order to better serve all stakeholders, and in support of existing published or implied policy and procedure, some of our client, volunteer and donor information might appear in our communications materials including our website, quarterly newsletter, annual report, advertising and other brochures, flyers and print or online materials.

If you do not want your or your organization’s name made available, or if at anytime, you want to be removed from our database for any reason, please contact us at (403) 777-3535.

COMPLAINTS EQUITY, DIVERSITY AND INCLUSION (EDI) POLICY

STANDARD: BBBS employees will carry out their duties with attention to the highest degree of ethical rigour. BBBS will adhere to the laws of the province of Alberta and all Federal Laws: Alberta Human Rights Commission and Bill 168.

DIVERSITY VISION: BBBS Regina and Area believes in the inherent benefits of an inclusive and diverse organization that recognizes and values differences. Our commitment to inclusion and diversity is our promise to each other and the communities and individuals we serve. We believe that everyone should be treated with respect and dignity and recognize, embraced and value our differences. We strive to reach out to and welcome every young person, every mentor, every staff person and every volunteer, so that we may support, strengthen, benefit from and contribute to the richness and complexity that is our community.

POLICY: BBBS is committed to being a leader in supporting and honouring the diversity and inclusivity of the people, organizations, and communities it serves.

BBBS is committed to being an inclusive and diverse organization, providing an environment free from discrimination and unfair bias, where everyone has an opportunity to participate and where each person is valued, respected and supported in all aspects of service delivery, organizational practise, employment and decision-making.

BBBS respects and values diversity, and will strive to identify and remove barriers to inclusion within all aspects of the organization and service delivery. The diversity of our people is our strength, BBBS is committed to an inclusive workplace where each person is valued, respected and supported for different attributes, skills and experiences regardless of ethnicity, age, gender identity or expression, colour, national origin, family or marital status, physical or mental challenge, language, political affiliation, race, religious or spiritual belief, sexual orientation, socio-economic status, or any other characteristics that make our communities and individuals unique.

BBBS is equally committed to inclusive volunteer and client recruitment and engagement where each person is valued and respected and supported for different attributes, skills, and experiences regardless of ethnicity, age, gender identity or expression, color, national origin, family or marital status, physical or mental challenge, language, political affiliation, race, religious or spiritual belief, sexual orientation, socio-economic status or any other characteristics that make our communities and individual unique.

PROCEDURE: BBBS promotes and fosters an inclusive, barrier free organization and workplace and will take affirmative action measures that protect against discrimination in recruitment, employment, compensation, termination, promotions and other conditions of employment and volunteering.

BBBS will make every reasonable effort to ensure that our diverse and inclusive organization and workplace is representative of the qualities and differences of the broader population and communities it serves.

BBBS recognizes that we are all accountable and engaged to create an inclusive organization and workplace environment where individual differences are respected and fully-valued. Our board of directors, staff, volunteers and organization are committed to ensuring that everyone is treated with respect and dignity. Discriminatory or racist incidents or behaviour will not be tolerated. To provide feedback or report an issue please contact your immediate supervisor or the CEO.

BBBS will not permit any employees or Board members or consultants to harass, retaliate, or discriminate against any other employee, volunteer, or stakeholder, who, in good faith, has reported a Reportable Activity. Retaliation in any form will not be tolerated.

This policy applies to all of our people, including employees, partners, stakeholders, donors, volunteers, mentors, clients and families.