A while ago, we were discussing the 6 Boxes and how organizations have to pay attention to each one in order to be successful. We talked about organizational and individual expectations and how they have to be at the core of whatever you do.
The next big box to open up is the Tools and Resources box. That is--what tools and resources do your staff have available to them to meet the individual and organizational expectations you've set?
They're Boring, but You Need Them--Policy & Procedure Manuals
One of the first things I ask when I start working with clients is about their policies and procedures. More specifically, are they written down? Ten years ago, I would have been shocked to hear that the answer was "no." Now I assume that it will be.
From my experience, most nonprofits feel that they don't have the time to have a written policy and procedure manual. It seems to them like it would be a waste. But a written policy and procedure manual is one of the major ways you can communicate with staff about your expectations for how your organization will operate. This is particularly important given the amount of turnover we often see in nonprofits (a topic for another day). If everything you know about how to work with your customers resides in Jim or Jane's brain, you're up a creek when they leave. And if other staff don't know to ask Jim or Jane or maybe Jim doesn't like the new person, then it's highly unlikely that the job will get done right.
Policy and Procedure manuals may be boring and time-consuming, but they also ensure that your staff knows what they're doing. It's one of the first tools they need to meet your expectations.
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