Policy and Procedures*

Policies and procedures are in place to ensure that duties and services are performed in a consistent manner. The benefits of being consistent are:

• Employees understand what is expected of them.
• Disputes may be resolved by determining whether or not policies and procedures have been followed.
• Plans are already in place in the case of an emergency.
• Customers receive a consistent level of service that may increase customer satisfaction.
• It provides proof that your organization has strict performance requirements for employees/volunteers, which, in the end, could improve the defensibility of claims.
• It protects the image of the organization.

Legal Liability

It is important to note that no one can accurately predict what claims will end up in court or what the decision of the court will be. Policies and procedures may be a very effective way to defend against claims and lawsuits, but they must be strictly followed and well documented to be effective. If you have policies that you do not use or follow, you may be in a worse legal position than if you didn’t have them.

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Risk Management

Depending on your organization, other policies and procedures may also be needed. Many organizations are exposed to similar risks, and the following policies and procedures should be considered:

• Screening and Hiring of Employees/Volunteers
• Contingency Plans (Business Continuity Plans)
• Inspections and Maintenance of Buildings/Premises
• Employee Training
• Contract Review (to ensure contracts are analyzed with a view to limiting liabilities)
• Emergency Plans
• Accident and Incident Reporting
• Financial Management
• Privacy
• Ethics
• Employee Discipline and Dismissal

There are many other policies that an organization might create, depending on the different activities and duties that the organization performs. For example, a restaurant may require a policy for food preparation and service and alcohol service.