Better Business Bureau serving

Western MichiganVolunteer/Intern Handbook

Table of Contents

Welcome Letters………………………………………………………………3

Vision, Mission Statement, & Values…..………………………………...4-5

BBB Standards for Trust…………………………………………………………….6

Brief History of the Better Business Bureau……….…………………….7

BBB Historical Timeline………………………………………….………………….8

Staff & Board of Directors………………………………………………..9-11

Hours of Operation & Contact Information………………………………11

Volunteer/Intern Program………………………………..………………...12

Program Statement…………………………………………………………………12

Becoming a Volunteer………………………………………………………..……12

Volunteer/Intern Policies..………………………………………………….13

Attendance…………………………………………………………………………...13

Confidentiality…………………………………………………………………….....13

Dress Code…………………………………………………………………………...13

Harassment…………………………………………………………………………..14

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Parking………………………………………………………………………………..14

Personnel Files………………………………………………………………..…….14

Professionalism……………………………………………………………..………15

Social Media……………………………………………………………………..15-16

Termination/Resignation………………………………………………………….16

Tracking Volunteer/Intern Hours………………………………………………..16

Glossary of Terms………………………………………………………..17-21

Volunteer/Intern Handbook Acknowledgement………………………..22

Welcome to the Better Business Bureau!

Thank you for supporting BBB as a volunteer or intern! Our organization in Western Michigan is one of 113 BBB’s across North America, and one of only two in Michigan. BBB is dedicated to helping consumers find and recommend businesses, brands, and charities they can trust. We provide significant services to our region related to Business Reviews, Dispute Resolution, Charity Reviews, Training Workshops, Advertising Reviews, Arbitration, Mediation, News Media, Social Media, Community Leadership, Investigations, and School Programs. Volunteers and Interns make it possible for us to do that, serving the 3 million people and 70,000 businesses in our service area. Frankly, we couldn’t do it without you. One of our responsibilities is assuring that you have a positive experience while you are with the Better Business Bureau. We take that seriously. Once again, thank you for your participation. I truly appreciate your support!

Phil Catlett, President & CEO

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Welcome to BBB serving Western Michigan! You have just taken the first step in your journey as an intern or volunteer. We trust that your experience with our organization will be fruitful – providing you with a positive, rewarding experience and an opportunity to learn some new skills, while building upon your personal knowledge and previous experience. Our professional staff will work to ensure that you become an integral part of our Bureau operations as we all work together to make our West Michigan community a better place to work and live. All tasks and projects no matter how trivial they may seem make a big difference in the effectiveness and efficiency of our BBB. Sally Koch stated, “Great opportunities to help others seldom come, but small ones surround us every day.” As you join us, please know that your work is appreciated not only by our staff but also by your community.

Kathryn Crawford, Intern/Volunteer Coordinator

Vision, Mission Statement, & Values

Our Vision

An ethical marketplace where buyers and sellers can trust each other

Our Mission

BBB’s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by:

Creating a community of trustworthy businesses Setting standards for marketplace trust Encouraging and supporting best practices Celebrating marketplace role models, and Denouncing substandard marketplace behavior

BBB sees trust as a function of two primary factors – integrity and performance. Integrity includes respect, ethics and intent. Performance speaks to a business’s track record of delivering results in accordance with BBB standards and addressing customer concerns in a timely, satisfactory manner.

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BBB ensures that high standards for trust are set and maintained. We exist so consumers and businesses alike have an unbiased source to guide them on matters of trust. We provide educational information and expert advice that is free of charge and easily accessible.

BBB Accreditation is an honor – and not every company is eligible. Accredited Business applications are thoroughly vetted by staff prior to receiving approval. Businesses that meet our high standards are invited to join our BBB. Businesses meeting BBB standards are presented to our Board of Directors for review and acceptance as a BBB Accredited Business.

All BBB Accredited Businesses have agreed to live up to our Standards for Trust. Our Standards for Trust are a comprehensive set of policies, procedures and best practices focused on how businesses should treat the public – fairly and honestly in all circumstances.

BBB does not compare businesses against each other, but rather evaluates businesses against our standards – and our standards clearly speak to the character and competence of an organization.

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Our Mission- continued

BBB is the resource to turn to for objective, unbiased information on businesses. Our network of national and local BBB operations allows us to monitor and take action on thousands of business issues affecting consumers at any given time.

BBB is your key adviser, most reliable evaluator and most objective expert on the topic of trust in the marketplace.

Our Values

To accomplish our mission, we commit to the following values to guide all of our decisions and behavior, with each other and with all those we serve:

Excellence: Strive to do our very best. Be accountable to the general public, our members, and to each other for everything we do. Commit to providing the highest quality service with excellence and consistency everywhere we operate.

Integrity: Be honest and ethical in all of our business activities. Treat everyone with integrity, keeping our promises and learning from our mistakes. Have the courage to hold fast to our professional convictions.

Teamwork: Communicate, cooperate and collaborate freely across organizational and territorial boundaries, and work as one team to fulfill our mission.

Trust: Trust in our colleagues throughout BBB and in ourselves. Say what we mean and mean what we say. Communicate with honesty and candor.

Respect: Treat everyone with respect and dignity, valuing individual and cultural differences. People are our fundamental asset. We will empower them to develop and use their talents and capabilities to the fullest.

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BBB Standards for Trust

BBB Standards for Trust represent good business practices generally and BBB Accreditation Standards specifically.

Build Trust

Establish and maintain a positive track record in the marketplace.

Advertise Honesty

Adhere to established standards of advertising and selling.

Tell the Truth

Honestly represent products and services, including clear and adequate disclosures of all material terms.

Be Transparent

Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees, and procedures that bear on a customer’s decision to buy.

Honor Promises

Abide by all written and verbal representations.

Be Responsive

Address marketplace disputes quickly, professionally, and in good faith.

Safeguard Privacy

Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of customers regarding the use of their information.

Embody Integrity

Approach all business dealings, marketplace transactions, and commitments with integrity.

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A Brief History of BBB

The Ancient Problem of Truth

The major concern of Better Business Bureaus, from their inception until today, has been an ongoing issue of business ethics, which was clearly stated by Cicero more than 2000 years ago when he wrote to his son, Marcus:

“All things should be laid bare so that the buyer may not be in any way ignorant of anything the seller knows.”

Apparently, even then there was recognition of “truth in advertising.” However, advertising as a formal activity first appeared in the United States in 1704 with an offer for patent medicine in the Boston Newsletter. From that date until 1880, no restraints on advertisers existed except as individual personal ethics dictated. However, the media did feel the effects of non-believability of advertising, and the first public acknowledgement of media responsibility in the public interest appeared in the Farm Journal for October 1880. The publishers declared:

“We believe, through careful inquiry, that any advertisements in this paper are signed by trustworthy persons, and to prove our faith by works we will make good to subscribers any loss sustained by trusting advertisers who prove to be deliberate swindlers.”

Responsible business sensed the tremendous value of advertising in the movement of goods and services, but so did hordes of fly-by-night operators. Activities of those who used the mails to perpetrate their frauds upon the public were so numerous and so blatant that in 1872 Congress empowered the Post Office Department to take action against them.

Self Regulation and the Establishment of BBB’s

Honest advertisers faced a dilemma similar to the one honest advertisers face today. How could they protect this important tool of their trade without destroying it? How could it be made clear to the public that poor ethics of the few did not represent policies and practices of the majority of advertisers? Hence, at the turn of the century, the budding advertising industry found itself faced with a problem that might have taxed the statesmanship of industries much larger and better established. Its response to that challenge was to create a self-policing force known as “Vigilance Committees” – later to become known as Better Business Bureaus.

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Better Business Bureau Historical Timeline

1912 – First BBB opens in Minneapolis, Minnesota

1916 – “Better Business Bureau” name was suggested by Arthur F. Sheldon

1921 – Federal organization of local BBBs was created, headquartered in Cleveland, Ohio

1928 – BBB goes international and opens an office in Montreal, Quebec

1945 – New ad slogan created to warn consumers of swindlers. BBB dedicates an entire division of the organization to protecting consumers from con-artists

1971 – Council of Better Business Bureaus adds the National Charity Review Unit and Children’s Advertising Review Unit

1978 – BBB Auto Line was established to resolve auto manufacturer warranty disputes

1989 – BBB expands its Arbitration Program to resolve disputes between businesses and their customers

1991 – BBB Web Privacy Programs launched

1994 – BBB launches its national website

2000 – Code of Online Business Practices created

2004 – Creation of BBB Military Line

2007 – BBB brand gets a facelift and launches a new BBB logo

2011 – BBB App for iPhones and Androids released

2013 – Expulsion of Los Angeles BBB for failure to uphold BBB Standards of Trust

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BBB Serving Western MichiganStaff (Full-Time)

Phil CatlettPresident & CEO

Barbara KrzemienDirector, Administrative Services

Terry GlennDirector, Operations

Melissa BrewerDirector, Digital Media & Charity Review

Adam OffenbeckerMIS/IT Systems Analyst

Sheila BalczakRecords Administrator

Kathryn CrawfordDirector, Business Relations & Volunteer/Intern Coordinator

Amy KridlerDispute Resolution Specialist

Ron CammelAdvertising Review Specialist

Daniel MackAdvertising Review Specialist

Jose CarrancoBusiness Relations Representative

Diane GriffinBusiness Relations Representative

Randy ScalesBusiness Relations Representative

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Local BBB Board of Directors

Executive Committee

Larry Andrus (Trivalent Group)

Kathy Crosby (Goodwill Industries)

Scott Hill (Varnum LLP)

Steve McCarthy (West Michigan Whitecaps)

Ron Wierenga (Plante & Moran PLLC)

Board Members

Bill Boss (Fifth Third Bank)

Dale Bramer (Erhardt Construction)

Randy Brink (Kent Companies)

Darrell Burke (Darrell Burke Construction)

Meggan George (Forest Hills Fine Arts Center)

Tom Hanley (Wondergem Consulting)

Vonnie Herrera (GVSU)

Beth Hinshaw Hall (Van Andel Institute)

Rhonda Huismann (Crowe Horwath LLP)

Bob Karel (CQL)

Justin Karl (Mercantile Bank)

Rob Keller (Keller Ford-Kia)

Marcie Lewis (Ronald McDonald House)

Terry Reese (DK Security)

Gary VanderVen (Amway Corporation)

Laurie Walter (Whirlpool Corporation)

James Peterson – BBB Counsel (Miller, Johnson, Snell, & Cummiskey)

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Educational Foundation Board Members

Quincy Williams (GVSU)

Marcie Lewis (Ronald McDonald House)

Dale Rietberg (Varnum LLP)

Brian Jackson (Cornerstone University)

Office Hours

Monday: 8:00 am – 12:00 pm & 1:00 pm – 4:30 pm

Tuesday: 8:00 am – 12:00 pm & 1:00 pm – 4:30 pm

Wednesday: 8:00 am – 12:00 pm & 1:00 pm – 4:30 pm

Thursday: 8:00 am – 12:00 pm & 1:00 pm – 4:30 pm

Friday: 8:00 am – 12:00 pm & 12:30 pm – 3:30 pm

Public Phone Lines

Monday-Thursday: 9 am – 12 pm, 1 pm – 4 pm

Friday: 9 am – 12 pm, 12:30 pm – 3:30 pm

Contact Information

2627 East Beltline Ave. SE Suite 320

Grand Rapids, MI 49546

616.774.8236 (Grand Rapids area)

800.684.3222 (Toll Free)

616.774.2014 (Fax)

http://www.bbb.org/western-michigan/

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Volunteer/Intern Program

Program Statement

The volunteer/intern program engages members of our community who have diverse backgrounds and skills to further the Better Business Bureau’s vision of an ethical marketplace where buyers and sellers can trust each other. Volunteers/interns provide invaluable support to the staff in almost all areas of BBB programs including advertising review, charity review, office support, marketing, and social media. The dedication, talent, passion, and energy volunteers/interns provide are intangible and essential elements of the Better Business Bureau Serving Western Michigan’s success.

Becoming a Volunteer: Interview, Orientation, & Training

Interview

If an applicant is interested in pursuing a volunteer opportunity at BBB, an application is submitted and an interview is conducted to assess the applicant’s interests and skills, answer any further questions, and determine which position, if any, is the best fit for the applicant.

Orientation

All volunteers and interns are required to complete an orientation program before beginning to volunteer with our BBB. This orientation process includes a BBB University online learning program that explains more about BBB, and individual meetings with each BBB staff member to learn their role at BBB and provide additional information about BBB policies and procedures. The goal of the orientation is to provide each volunteer/ intern with a broad overview of BBB organization as a whole, as well as a general familiarity of BBB programs and services provided in our West Michigan community.

Training

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After completing the interview and orientation processes, the volunteer/intern will meet with his/her supervisor to receive further training in his/her new position. When the volunteer/intern’s supervisor feels he/she is ready, they may begin to work independently.

Volunteer/Intern Policies

Attendance

Dependability is one of the most significant characteristics of a good volunteer/intern. Each volunteer/intern is given the flexibility of setting his/her own schedule with their direct supervisor. It is important to arrive on time and be ready to work.

It is also the responsibility of the volunteer/intern to inform his/her supervisor if he/she is going to be late or absent with as much notification as possible. For unplanned absences, please notify your supervisor a minimum of one hour prior to the start of your scheduled shift.

Confidentiality

The Better Business Bureau requires that strict confidentiality be maintained with respect to all information obtained by volunteers/interns concerning the organization, as well as the Accredited Businesses and others they serve.

The volunteer/intern should not disclose any information obtained in the course of his/her volunteer placement to any third parties without prior written consent from BBB.

A Volunteer/Intern Confidentiality Agreement will be provided upon beginning volunteer/intern service. This signed agreement will be kept on file.

Dress Code

In the eyes of most people, an organization is only as professional as those who represent it. Because of this, it is essential that the personal

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appearance, cleanliness, and dress of BBB volunteers/interns contribute to that good first impression. Volunteers/interns are expected to dress professionally in business casual attire on every day except Fridays. Casual dress, such as jeans, is permitted on Fridays, but please, no tank tops, shorts, or halter tops, etc. If any questions are to arise, the President/CEO shall be the judge of whether or not a volunteer/intern meets acceptable appearance standards.

Harassment

The Better Business Bureau serving Western Michigan is committed to maintaining an environment free of unlawful harassment. Any volunteer/intern violating this policy will be subject to disciplinary action up to and including discharge.

Harassment of any person, including volunteers, interns, clients, staff, and visitors, based on any personal characteristic covered by applicable civil rights law are prohibited. For example, racial slurs, “jokes,” or other conduct or statements that demean a person or create a hostile work environment based on such characteristics are strictly prohibited.

Sexual harassment is also strictly prohibited, including unwelcome sexual advances, requests for sexual favors, and other verbal, visual, or physical conduct of a sexual nature that is unwelcome, intimidating, perceived as a condition of continued volunteer/intern service, or creates a hostile working environment. Volunteers/interns who believe that they are being harassed should immediately make their concerns known to their direct supervisor, the Volunteer Coordinator, or the President/CEO.

Parking

Volunteers/interns are asked to leave spaces closest to the main entrance for customers of Bank of America and other businesses inside the building. Please park in spaces behind the building.

Personnel Files

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The Volunteer Coordinator keeps personnel records for each volunteer/intern with BBB. Information contained includes the application, resume, orientation/training documents, evaluations, and any other items deemed important by the Volunteer Coordinator. Files will be maintained during the volunteer/intern’s services with BBB and for a period of a few years following separation of service for the purpose of supplying references as requested.

Professionalism

As ambassadors of the Better Business Bureau, volunteers/interns should submit to the highest standards of professionalism. General elements of professionalism include competence, proper dress and language, avoiding conflicts of interest, and appropriate relations with respectful treatment of peers and collaborators. Volunteers/interns must also obey any regulation, requirement, and recommendation of BBB.

Social Media (excerpted from BBB Employee Social Networking Policy)

BBB serving Western Michigan understands that some volunteers/interns participate in social networking sites (e.g. Facebook, MySpace, Twitter, YouTube, LinkedIn) and chat rooms, and create and maintain personal websites, including blogs. BBB respects online social networking and personal Internet use by volunteers/interns. However, your online presence can affect BBB as your words, images, posts, and comments can reflect upon or be attributed to BBB serving Western Michigan. As a team member, you should be mindful to use electronic media, even on your own personal time, responsibly and respectfully. BBB serving Western Michigan has adopted the following guidelines that volunteers/interns must observe when participating in social networking sites and/or engaging in other forms of Internet use on and off duty. It shall be considered a breach of acceptable team member conduct to post on any public or private website or other forum, including but not limited to discussion lists, newsgroups, listservs, blogs, information sharing sites, social media sites, social or business networking sites such as LinkedIn, Facebook, or MySpace, chat rooms, telephone based group communications such as Twitter, or any other electronic or print

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communication format, any of the following relating to BBB serving Western Michigan or BBB nationally or internationally:

(1) Anything that may harm the goodwill or reputation of BBB or any disparaging information about BBB.

(2) Any disparaging, discriminatory or harassing information concerning any customer, employee, vendor or other person associated with BBB. BBB policies prohibiting harassment apply online as well as offline.

(3) Any confidential information, trade secrets, or intellectual property of BBB obtained during your employment, including information relating to finances, research, development, marketing, customers, operational methods, plans and policies.

(4) Any private information relating a customer, employee or vendor of BBB.

(5) Posting documents, blogs, posts, etc as BBB.

This policy applies regardless of where or when volunteers/interns post or communicate information online. It applies to posting and online activity at work, home or other location and while on duty and off duty. BBB reserves the right to monitor and access any information or data that is created or stored using BBB’s technology, equipment or electronic systems, including without limitation, e-mails, internet usage, hard drives and other stored, transmitted or received information. Volunteers/interns should have no expectation of privacy in any information or data placed on any BBB computer or computer-related system or viewed, created, sent, received or stored on any BBB computer or computer-related system, including, without limitation, electronic communications or internet usage.

Termination/Resignation

Volunteer/intern service is considered at-will. Volunteer/intern service may be terminated by the Volunteer Coordinator and/or the direct supervisor of the volunteer/intern if his/her performance fails to meet acceptable standards. Better Business Bureau reserves the right to terminate a volunteer/intern’s association at any time for any reason. Likewise, volunteers/interns may end their association at any time. If you choose to end your involvement with BBB, we request that you submit a resignation, in writing, to the Volunteer Coordinator or your direct supervisor. We also ask

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that you return your name tag, work materials, and any other items assigned to you during your volunteer service.

Tracking Volunteer/Intern Hours

Volunteer/intern hours are an important measure of activity for Better Business Bureau. Volunteers/interns are responsible for recording hours worked while at BBB office or off-site. Time sheets will be provided by your immediate supervisor or the Volunteer Coordinator. The timesheet for the prior month should be turned into the Volunteer Coordinator within one week after the start of the next month. All reported hours must be verified by your direct supervisor prior to submission of your timesheets to the Volunteer Coordinator.

Glossary of Terms

ADR Alternative Dispute Resolution

Advertising Review BBB must review local business advertising (newspaper, magazine, TV, radio, internet)

on a routine basis to make sure that advertisers are in compliance with BBB Code of Advertising.

BBB is required, under BBB Operation Standards, to challenge and

report potential false, misleading, and unethical advertisements.

Arbitration If conciliation and/or mediation efforts are not successful, arbitration may be the

next step in resolving a dispute. The parties state their views at an arbitration hearing, offer evidence, and let an impartial arbitrator make a decision that will end the dispute.

BBB Auto Line A national BBB dispute resolution program that addresses complaints of automotive

manufactured defects

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Binding Arbitration Indicates that both parties in the arbitration are bound by the arbitrator’s decision

Board of Directors The governing body of the local BBB that sets local policy that’s not in conflict with policies set

by the CBBB Board for each local BBB office

BOC Bureau Operations Committee – Made up of 1 elected representative of each U.S. region. This is a standing committee of the CBBB that governs the local BBB triennial evaluation process, monitors adherence to policy in BBB system, and recommends new and revised policy to the CBBB board.

BSD Business Start Date

CBBB Council of Better Business Bureaus; formed in 1971, CBBB provides many national programs and

services to local BBBs, businesses, and consumers. BBB name and logo is federally registered and licensed for use by the CBBB.

Conditionally Binding The company is bound by the arbitrator’s decision

Arbitration only after the consumer accepts the decision. In non- binding arbitration, the consumer is free to file legal action if he/she is not satisfied with the decision.

Custom Text Information written into the record on a single company that is not standard

language and provides other specific information on the company, its management, its operations, and/or its complaint experience with BBB

DBA Doing Business As

DR Dispute Resolution

Entity The structure of a business enterprise, an organization, or institution that is set up for legal

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and tax purposes (incorporated, sole proprietorship, LLC, etc).

Field A single piece of information within the data record

File A record of all information about a company (profile, information, complaints, etc)

HQ “Headquarters” – the location indicated by the corporation that has oversight of its

various operations

Inquiry A public query about a company in BBB’s files obtained from BBB’s website, voice

response system, letter/fax, or from a BBB employee

Intranet Website for BBB’s which contains referencematerials and internal BBB system

communications

IT Information Technology

IVR Interactive Voice Response system for telephoneusers to obtain information and company

reports from the local BBB; also known as VRS (Voice Response System)

License A permit usually issued by the state, Canadian province, county, or municipality

where a company is located regarding competence or professional certification in their particular field

Matrix Reporting from BBB’s database the number of closed complaints, the type of

complaint, and how they are closed in BBB files

Mediation A step in dispute resolution. In mediation, a professionally trained mediator clarifies and

reframes problems and helps the two sides talk

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with each other and discuss solutions to obtain a formal settlement agreement acceptable to both parties. Mediators may be third-party professionals or trained BBB staff.

Membership Identification Also known as MIP; adopted by the CBBB Board, a

Program program for local BBBs that opts to allow its members to advertise within BBB’s service area

Name & Logo Reference to the Federally registered trademarks of BBB (Better Business Bureau name; torch

logo)

Negative Option A process of gaining approval by notifying parties to an agreement to change or remain status quo to a condition if one or more of the parties does not object

Operations Manual BBB manual outlining procedures used by BBBs in management, financial, marketing,

communications, and overall process for running a local BBB office

Pattern of Complaints Several complaints that involve the same serious allegations usually within 12 months which

are significant in relation to the company’s size and volume of business. BBBs must watch for patterns in both Accredited and Non-Accredited Businesses, which would result in “unsatisfactory” file condition if present.

Policy Manual BBB manual of current policies adopted by BBBsystem by which each BBB is required to

follow

Pre-Commitment Part of BBB’s dispute resolution program where a company (usually a member), commits to

binding/ conditional binding arbitration or IDS when a complaint remains in dispute

Province Administrative and judicial geographic regions in Canada, similar to states in the United States

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Puffery An exaggerated commendation especially for promotional purposes or hype,

promotional publicity of an extravagant or contrived kind. Ex: best, most

Qualified Privilege A legal term meaning that a BBB will not be liable for defamation or other harm by reporting incorrectly about a business that deals with the public, unless it can be shown that BBB knew what it was reporting was false or acted in reckless disregard of the truth

Record A single file within a set of data on the computer

Report A summary of activity reflected in a company’s BBB file that is provided to the public. Reports

include basic business background, complaint activity, government actions, and other details in accordance with BBB Reporting Standards

Report Date Date on which a company’s BBB report was createdor updated

Revocation The official act of the local BBB Board to terminate or expel a BBB Accredited Business, based on the failure to uphold BBB Accreditation

standards. A local BBB’s bylaws must address revocation and appeal procedures.

Standard Business Sent to companies to obtain or update

Questionnaire (SBQ) information about their business

Suspension Refers to a decision to put a company’s BBBAccreditation on hold for its failure to abide

by Accreditation standards. Suspension occurs prior to revocation by BBB’s Board. A local BBB’s bylaws must outline the suspension and revocation process.

System Wide Membership A type of BBB Accreditation for companies operating in at least 25 BBB markets or with 25 or more company-owned locations that cross BBB service areas

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TOB Code Type of Business – A numerical coding and brief description of the industry in which the

company operates. TOBs are the basis for which annual inquiry and complaint statistics are gathered and published each year.

Traffic file Company records that have not met BBB thresholds for development of a full BBB report

Update File All company reports are updated at least every three years, which is the standardized reporting time period. A BBB Business Review may be “under review” for one or more of the following reasons: additional information is being added to the file, outdated information is being removed from the file, BBB is waiting for documents to substantiate information in the report, or a routine review of the file is in process. When a file is being updated, it goes into an “update mode” whereby only the company name, address, and phone number(s) is available to the public. Reasons why the report is being updated are not included in the report during this time.

VRS A telephone “Automated Voice Response System” that provides callers with programmed

information from BBB’s database. Also referred to as IVR (Interactive Voice Response)

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Volunteer/Intern Handbook Acknowledgement

As a Better Business Bureau volunteer/intern, I agree to:

Represent the Better Business Bureau Serving Western Michigan with professionalism, dignity, and pride

Respect and follow BBB policies and procedures to the best of my ability and to familiarize myself with any recent changes in BBB policies and procedures

Follow through and complete accepted tasks in a timely and efficient manner

Attend applicable volunteer/intern trainings and meetings

Treat staff and fellow volunteers/interns with courtesy and respect and to work cooperatively as a team member with staff and other volunteers

Arrive promptly for my scheduled shifts and make arrangements in the event of a planned absence. In the event that my absence is not planned, I will call or email my supervisor to notify them of my absence no less than one hour prior to the start of my shift

Assist in the maintenance of accurate volunteer program records by documenting all completed volunteer/internship service hours

Maintain the confidentiality of all proprietary or privileged information involving staff, volunteers, and overall BBB business

Adhere to the Social Media Policy as set forth by BBB serving Western Michigan

Adhere to the Computer Use Policy as set forth by BBB serving Western Michigan

Name __________________________________ Date __________

Supervisor ______________________________________Date_____________

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