POLICIES

1.1. Commitment to Diversity

At SEND IT ON a diverse, inclusive, and equitable workplace is one where all volunteers, whatever their gender, race, ethnicity, national origin, age, sexual orientation or identity, education or disability, feels valued and respected. Our organization recognizes its talented and diverse team as key members. Our success is a reflection of the quality and skill of our people. We are committed to a nondiscriminatory approach and provide equal opportunity for advancement in all programs and opportunities. We strive to create and foster a supportive and understanding environment in which all individuals realize their maximum potential within the organization, regardless of their differences. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.

1.2. Details of Policy

Recruitment

We believe that individuals from many different cultural, linguistic, and national backgrounds provide valuable knowledge and expertise which we acknowledge and welcome.

Support

We believe that individuals from many different cultural, linguistic, and national backgrounds provide valuable knowledge and expertise which we acknowledge and welcome.

1.3. Policy Enforcement

To provide informed, authentic leadership for cultural equity, SEND IT ON strives to:

Enforce

We acknowledge and dismantle any inequities within our policies, systems, and programs, and continually update and report organization progress. We help to challenge assumptions about what it takes to be a strong leader at our organization. We also advocate for and support board-level thinking about how systemic inequities impact our organization’s work, and how best to address that in a way that is consistent with our mission. SEND IT ON also develops and presents sessions on diversity, inclusion, and equity to provide information and resources internally and to the community. We also develop a system for being more intentional and conscious of bias during the onboarding and evaluating process of mentors and leadership teams. As such, we train our mentor coordinators on equitable practices.

Monitor

We explore potential underlying, unquestioned assumptions that interfere with inclusiveness and include such education in our training sessions. We commit time and resources to expand more diverse leadership within our board, mentors, committees, and advisory bodies.

Review

SEND IT ON reviews the diversity policy with the leadership team on an annual basis. We also generate and aggregate qualitative research related to equity to make incremental, measurable progress toward the visibility of our diversity, inclusion, and equity efforts.

1.4. Party Responsible for Policy

Our commitment to diversity is led by our diversity champions who come from all levels of the organization, including mentors, project managers, and the executives.

1.5. Communication of Policy

All volunteers will be given an overview of the policy during the onboarding training which will be enforced in subsequent sessions. Updates will also be communicated annually if changes are made to the policy during the yearly review. The policy will also be posted on the organization’s website.

1.1 Purpose of Information Use

We use the information given to us more specifically for:

• Safely and successfully matching our mentors with our youth in our global communities
• Communicating with potential family members that may want to join the community
• Communicating with board members that may want to run the behind the scenes of SEND IT ON
• Communicate with key stakeholders including our founders and sponsors.

1. 2 Information Provided To Us

• If a potential mentor or executive member wants to become a part of the family and applies within the time specified on the website, we will use their contact information provided to us to contact them about their application and ask further questions. This questioning process is to ensure that we can successfully match them to a mentee or to a designated executive or managerial role.
• We may also contact people about our form, for collaboration, for donation or their account in order to better our services for all.
• For the purpose of our stakeholders and potential family members we may also publish some of our clients information in our community material, which includes our website, or our social media accounts. Or we may use them for other brochures such as flyers, newsletter, or online material.

1.1. Introduction

SEND IT ON recognises that people may have complaints about the programs they are involved in. Complaints will be taken seriously, handled promptly, appropriately and sensitively. We will facilitate those who may not have the capacity to articulate grievance or complaints, and complaints procedures will be readily accessible.

1.2. Our Responsibilities

• To provide our volunteers with access to the complaint handling process
• To provide an efficient, fair, and structured mechanism for handling complaints
• To keep members informed of the progress of their complaint and an expected timeframe for resolution

1.3. Managing the Complaint

• Upon receiving a complaint, we will acknowledge your matter via email within 72 hours
• If your complain is urgent, we will work to address it as soon as possible
• We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution
• Our aim is to resolve the complaint in a timely manner and we will generally resolve a matter within 30 calendar days
• We will advise you of the outcome of your complaint via email

To provide informed, authentic leadership for cultural equity, SEND IT ON strives to:

Step One

Should you have a complaint on any aspect of the organization's programs, we urge you to email us at int.senditon@gmail.com. We hope to resolve the vast majority of enquiries or complaints during your first contact with us.

Step Two: Resolution of Complaint at Point of Contact or Further Investigation

Complaints made to the organization are overseen by the executive team. If a complaint is not immediately solved, we will escalate the complaint to the relevant leadership team. If a complainant makes a complaint in confidence, the identity of the complainant will only be known to the recipient of the complaint and the relevant manager. All anonymous complaints, both written and verbal, will be documented and brought to the attention of the relevant manager for a decision as to whether quality improvements are required on the basis of the complaint.

The complaints investigation process may involve:

• Interview/s with the complainant giving them an opportunity to give their version of events and to provide evidence/explanations in relation to their actions.
• Interview/s with other relevant parties giving them an opportunity to give their version of events and to provide evidence/explanations in relation to their actions.
• Giving the complainant the opportunity to identify what they would like to happen as a result of making the complaint

This overall process may take approximately 21 days throughout which we will keep the complainant updated. The team leader will record the actions taken to resolve the complaint in the complaints log. Where the complaint can be managed informally, the relevant manager will seek the consent of the complainant and any other person to whom the complaint relates, to find an informal resolution of the complaint.

Step Three

When your complaint is resolved, we will confirm this with you within 5 business days, at which point we will also ask for your feedback. We will produce a draft report of the background information on the complaint, the sequence of events, the findings, and recommendations which are considered appropriate. The leadership team will work with relevant others to develop an action plan based on any recommendations in the report.

1.4. Vexatious or Malicious Complaints

The complaints handling process will provide protection and support to a person or service where it is deemed that a complaint has been made without sufficient grounds or with the conscious desire to cause harm to that person or service. SEND IT ON views the making of a malicious or vexatious complaint against any team member with the utmost seriousness.

1.5. Redress

An effective complaints system which offers a range of timely and appropriate remedies will enhance the quality of membership service to people. It will have a positive effect on team morale and improve relations with the general public We will offer forms of redress or responses that are appropriate and reasonable where it has been established that a measurable loss, detriment or disadvantage was suffered or sustained by the claimant personally.

This redress could include:

• Apology
• An explanation
• Admission of fault
• Change of decision
• Correction of misleading or incorrect records
• Technical assistance
• Change in procedure
• Recommendation to make a change to a relevant policy

1.6. Learning from Complaints

SEND IT ON is committed to learning from complaints and will view each complaint as an opportunity for quality improvement. The leadership team will monitor the complaints received and ensure that complaints are discussed at team meetings as appropriate for the purpose of learning and service improvement.