Video Reflection Questions: Responding to Concern

What two pieces of advice are suggested for a board member who wants to respond to a concern?
Acknowledge and refer.
As a board member, you should not commit to act on someone's question or concern without approval from the board. Why?
It can cause confusion or problems for the organization when someone thinks a board member has indicated an intent to address an issue that has not been discussed by the board.
(For reflection) What are some possible scenarios within your organization that could lead to a service recipient or employee approaching a board member with concern? How might the board member respond?
(For reflection) Within your organization, whom should an employee or service recipient address with their feedback or concerns? What are your organization's protocols for handling a concern or complaint?