Conflict Resolution Procedure
The conflict resolution procedure is based on the fundamental values of respect and fairness for all of
the parties involved. Girl Scouts Western Pennsylvania (GSWPA) is committed to providing individuals
the right to a safe, neutral process to resolve conflicts. Recognizing that each individual has a personal
interest in and a share of the responsibility for resolving a conflict, in which she/he is involved, the
council uses a progressive conflict resolution process for operational volunteers. Volunteers are
required to participate in the conflict resolution process.
1. All parties should calmly and openly discuss the conflict amongst themselves to immediately
resolve the issue or issues.
2. If the issue cannot be resolved informally, then a signed and dated statement is sent to the
volunteer’s supervisor (service unit manager for example), the employed staff supervisor
(volunteer support specialist, for example), and a copy to the person against whom the
grievance is registered.
3. Within five (5) days after the copy of the written statement is received, the applicable staff
member will schedule a conference of all parties involved in the dispute to take place within two
(2) weeks. A written summary of the conference, with accountabilities for all parties involved,
will be distributed to all parties with copies sent to the volunteer support specialist and the chief
operations officer within ten (10) business days of the conflict resolution meeting.
4. If a solution is not rendered by this group, the unresolved conflict should be taken to the
director, recruitment & retention. The director will evaluate all documentation, and call a
meeting of all parties involved within five (5) business days. A written report will be distributed
to all parties involved, and the chief operations officer, within five (5) business days of the
meeting.
5. If despite the preceding steps the dispute is not resolved, a dispute/complaint resolution review
team may be appointed by the chief operations officer at her/his discretion. It will be comprised
of a management representative and an employee not involved in the conflict. The resolution
review team will review the documentation on file. They may meet with the affected parties
and seek additional information, as necessary, to aid in making a final determination.
6. The team will provide the chief operations officer and chief executive officer with a written
report of its findings and recommendations within ten (10) business days of the review hearing.
Copies will also be issued to the volunteer and immediate supervisors. This resolution is
considered final.
7. Council reserves the right to modify or revoke this procedure as necessary.