Addressing Policy Violations

How do we approach OMs who violate policy?

How do leaders, who are all representing GMO, react when you are notified that an OM has infringed on any of the above guidelines? Exercise our favorite treat – the Oreo Cookie – as you respond to each incident. The Oreo method is a feedback technique that starts with providing praise, then discussing the issue at hand. End the conversation positively by discussing something else the OM does well. If you are unsure or uncomfortable about handling the follow-up yourself, bring the issue to the Volunteer Coordinator’s attention. Remember that you are the face of GMO to your leaders and OMs. 

People may get embarrassed, give excuses, or even get angry at being ‘found out.’ Exercise grace in your response. Avoid communicating in a harsh or accusatory way. Remind them of our written guidelines, and work with them in the hopes of restoration and continued good service as an Online Missionary. Christ has forgiven us for much, let us share that practice and attempt to resolve the situation before quickly booting the OM out of the ministry. 

• Give yourself some time to frame a gracious approach as you begin your investigation. They may have totally forgotten about our guidelines. Let’s remember OMs learn a lot when they are in training, and it may have been a long time since they were in training - give them the benefit of the doubt on remembering every word. 

• Connect with the OM, letting them know you have been notified of the issue, and find out what their perspective is. They should feel safe coming to you with issues. Let them share their perspective before any decision is made. 

• Try to diffuse the emotions. Give them time to consider what they have done. Hasty reactions are often filled with regret, so remember that you don’t have to solve this in one day. 

• Put notes in their profile as to the date and nature of the occurrence, and let them continue to be an OM. 

• Proofread your words often, being careful to always use the most positive language that you can, while leading the OM through the process to evoke a commitment from them to better practices in the future. 

• Be careful to not create 'policy' that is not stated in the OM Manual, Security Policy, Statement of Faith, or Volunteer Agreement. These documents can be found on the Volunteer Resources Page. Let your words to your OM echo what is written there. 

Other Considerations

• Email vs. phone: While email produces a written record of the events, a phone call often goes a long way in bringing two people closer together in understanding the issue. We can talk in greater detail if we have the freedom of voice. A phone call is not always possible, but if you can do it, do it.

• If the OM is argumentative, which violates guidelines for serving as an OM, you may want to disable their account to keep them from pulling new contacts until the issue is resolved. NOTE - If you do disable an OM, but they end up staying with us, be SURE you enable them again.

• If the OM is unwilling to agree to abide by our standards, deactivation may be the next step. Be sure to document the steps you take in that process, in their profile Notes. Get help from the Volunteer Coordinator if you feel you need it.

• If it is a Security Violation you may suggest (but not require) that they close any Social Media pages that have been shared. Another one can be opened. Likewise, they may want to use a different email address from that point forward for GMO.

• Is this their first offense? Kindly request that they review the GMO guidelines in the manual, and ask them to commit to not repeating their action anymore. If they agree, then the case should be closed.

• Is this a repeat offense? Do you have a record of past violations? If they have been warned in the past, and agreed to refrain from a particular activity, yet have done it again, they are displaying disregard for GMO, and for their leaders, and so they may not be suited to continue ministry with us.