As we provide peer support and crisis ministry training, we’ve noticed a disturbing trend: more and more, agencies / organizations are operating support programs without approved policy.

We know this because of the number of questions students ask us related to policy.  As instructors, our answer is always the same: “check your program policy”.  To that, students will often respond: “What policy?” or “Where do we find our program policy?”  

Sending volunteers to basic training before policy is written (and I dare say, approved) is detrimental to your program.  It’s like getting married without the vows.  Why would you start a program without stating (and agreeing to) expectations, responsibilities, boundaries, codes of conduct, etc.?  This is our plea to managers and coordinators alike to draft and approve policy prior to selecting and training your support volunteers.  I know that drafting policy sounds like the least exciting work ever – but here are just a few of the benefits:

• Policy protects!  Once written (and approved), policy serves to protect all involved – peers, coordinators / managers, “clients” / contacts, the program and the organization as a whole.  Policy informs and guides peers, giving them protocols for response and boundaries for involvement.  Policy sets the expectations for both peers and contacts alike.  Policy protects peers from holding “hot potatoes” and gives direction for making a referral.  Policy tells peers where the “lines” are – and, when a peer crosses the line, policy sets expectation on disciplinary action and empowers “coachable” moments (or even removal from program).

For example, your policy may state: “peers are not to encourage and/or engage in a sexually intimate relationship with someone to whom they are providing peer / crisis support.”  In this section, you may also add why this action is not tolerated:

In this example, the policy on sexual engagement protects the peer (giving advanced warning – don’t go there!), protects the contact and protects the agency / organization as a whole.  Along with setting expectations and guidelines, policy also ensures swift action will be taken when program standards are violated.

• Reduce Risk.  The #1 reason leaders hesitate to approve a volunteer support program is not because of funding – it’s because of liability.  They may tell you it’s a funding issue (and sometimes it is – but it’s also amazing how quickly they find funding for projects and programs they support).  Instead, it’s been my experience that peer programs fail to garner leadership’s support because of the worry and concern that this program will do more harm than good.  And yes – that is a legitimate concern.  Having said that, there’s also not one program running in your organization that doesn’t have some risk / liability associated with it (pardon my double-negative).

Instead of waiting for a support program to offer zero-risk (it will never happen), manage the risks associated with this program.  Having approved policy, protocols and ethical standards are key components in managing those risks.  No program is perfect!  Certainly not a peer support (or crisis ministry) program.  But managing risks isn’t about ensuring perfection, it’s focusing on progress.  Progress versus perfection.  Draft policy – call it a “living document” and educate your volunteers on expectations, purpose, rules, guidelines, etc.; then, when a mis-step occurs, use the opportunity for coaching, training, reminding and accountability.

I would also love to hear your experience with peer support and/or crisis ministry policy.
Please comment below.

Need help drafting policy and designing protocols?  We’ve got you covered.  We have an online course: “Policy and Protocols for an Ethical Practice”.  This course is currently on the Teachable.com platform.  Email info@crisissupportsolutions.com for more information on this course.