Formal Problem Resolution
A formal problem resolution process may be initiated by an appointed operational volunteer without fear of jeopardizing her or his appointment status.
Any conflict should be resolved at the lowest level of supervision as possible. A volunteer should contact his/her immediate supervisor for help in resolving conflicts between himself/herself and girls, other volunteers or parents. If an irresolvable conflict exists between the volunteer and their immediate supervisor, the volunteer should contact the immediate supervisor’s supervisor.
The following steps will be incorporated during Formal Problem Resolution:
1. Identify the point(s) of conflict between the parties. This may include fact-finding sessions with
both parties involved in the dispute, witnesses to the alleged event, and reference to policies,
procedures, and guidelines of the Girl Scouts Heart of Michigan and the Girl Scouts of the USA.
2. Investigate the facts of the conflict until the real problem leading to the conflict has been
identified. Keep all information gathered confidential. The actual source of the conflict may be
disguised by other factors. Investigate until the “real” source of the conflict is identified.
3. Identify as many solutions as possible for resolving the conflict. These solutions should come
from the conflicting parties as well as the mediator.
4. Select a solution that all parties in the conflict can agree upon. Selection of a solution should
involve all parties in the conflict and the mediator.
5. Implement the solution and monitor the results. Once the solution has been selected and
implemented, the immediate supervisor should monitor the results to ensure satisfactory
resolution of the conflict.
The CEO of Girl Scouts Heart of Michigan is last in the chain of command and has the final word on the resolution of any problem situation. Consult the Girl Scouts Heart of Michigan staffing structure chart to determine the number of levels of appeal possible for any situation found on page 8.