Chartered Operator Standards guide the Admin Domain to ensure that operators maintain compliance with policies and procedures to deliver high-quality recovery housing.
This is one of the four VSL "Standards" articles. While many Knowledge Base articles may be relevant to Chartered Operators, the "Standards" articles outline the mandatory policies and procedures that every Chartered Operator must follow. Unless otherwise noted, these are non-negotiable requirements under your Charter Agreement.
Adherence to these standards, as well as other standards outlined in this Knowledge Base, is essential to the success of our collective efforts and is required under all Charter Agreements. These Standards are complemented by the ⭐ Operator Duties Quick Reference Guide, which serves as a roadmap to the rest of the Knowledge Base, helping operators understand how to implement these Standards in practice. As these Standards may be updated, we encourage all operators to review them regularly to ensure ongoing compliance.
VSL Standards:
Article Table of Contents
Introduction
Chartered Operator Standards outline the responsibilities and expectations for operators who manage recovery homes, focusing on maintaining compliance, effective leadership, and ensuring that all policies and procedures are properly implemented. These standards ensure that operators provide consistent oversight, uphold the organization’s values, and support the recovery process. While Chartered Home Standards focus on the physical environment and daily operations within each recovery home, the Chartered Operator Standards are about the actions and management practices of the operators themselves, ensuring that homes meet and maintain those standards.
Section 1: Conduct and Integrity
1.1 Ethics and Integrity
Mission Statement: Chartered Operators are expected to create a written mission statement. This statement should resonate with a deep commitment to serving individuals on their path to recovery. This mission will serve as an anchor, guiding all decisions and ensuring alignment with the larger objectives of recovery.
Ethical Framework: Having a code of ethics is crucial to maintain consistency, integrity, and professionalism. Chartered Operators can develop their own or adopt the NARR code of ethics. Every individual involved in the operation of a Chartered Home should read and sign this code, affirming their commitment to uphold these principles.
Upholding Ethical Standards: Chartered Operators are integral representatives of our network, and as such, they must conduct their operations in good faith, ensuring that every transaction, interaction, and business decision is made transparently and ethically, and treat all members, guests, and community members fairly, ensuring that there's no bias, prejudice, or undue advantage taken in any business dealing.
Financial Obligations: All Chartered Operators are expected to maintain a consistent history of meeting financial obligations. As part of our due diligence:
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We may obtain a consumer credit report to evaluate an Operator's financial standing and reliability.
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Background checks may be conducted, initially or periodically, to ensure that Operators exhibit a consistent pattern of meeting their obligations and upholding ethical and legal standards.
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If any issues are identified, Operators must provide satisfactory explanations to address the concerns raised.
Criminal Offenses: We prioritize the safety and reputation of our network, and as such:
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Operators with serious criminal convictions, including but not limited to, sex offenses, arson, violent offenses, or similar serious charges will not be permitted to join or continue as a Charter Operator.
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Any criminal history must be disclosed during the application process, and it is incumbent upon the Operator to ensure transparency in this regard.
1.2 Expectations for Operators in Recovery and General Conduct
Defining and Maintaining Recovery: For those Operators in recovery, it is essential to clearly define what personal recovery looks like. Once defined, they must maintain and uphold this self-set standard of recovery without deviations.
Presenting as Sober: All Operators, whether in recovery or not, must always present themselves as sober, especially in environments where guests might be present, or where industry professionals are in attendance, such as at networking meetings. Being under the influence in these settings is strictly prohibited.
Avoidance of Substance Discussions: Operators are advised against engaging in discussions about mood or mind-altering substances, particularly in the presence of anyone in the recovery field or in public spaces. Such discussions can be potentially triggering and are best avoided to maintain a positive environment.
1.3 Communications Standards
Positivity in Language: Language is a powerful tool, shaping perceptions and influencing attitudes. We advocate for the consistent use of positive language in all communications. Positive language not only fosters an environment of support and encouragement but also nurtures self-esteem and hope among our guests. Whether in spoken or written form, words chosen should uplift, inspire, and resonate positivity, ensuring that every guest feels valued and understood.
Inclusivity and Respect: Every guest, regardless of their background, race, gender, age, or other distinguishing factors, deserves equal respect and consideration. Language should be inclusive, making sure that no one feels alienated or less valued. Inclusivity in communication underscores our commitment to treating every guest as an individual, recognizing their unique experiences, and affirming their inherent worth.
People-First Language: We firmly champion the use of people-first language. This approach emphasizes the person rather than their condition or circumstance, ensuring that our guests are always seen as individuals first and foremost. For example, instead of referring to someone as an "addict," we say "a person with a substance use disorder." Such a shift in language humanizes our guests, preventing stigmatization and promoting understanding. People-first language is a testament to our belief in the dignity, value, and potential of every Guest, reminding us always to see the person before any label or diagnosis.
Communication with VSL Community Members
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VSL Representatives: It's essential for Charter Operators to maintain an open line of communication with VSL Representatives. Regular updates, prompt responses, and proactive sharing of relevant information help in ensuring smooth operations and collaboration.
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Members of the Community: Operators should foster a spirit of camaraderie and mutual respect with other community members. Where appropriate, operators are encouraged to communicate, share insights, and collaborate with fellow community members to further the collective goals of the network.
- Mentorship (strongly encouraged): A requirement for all Chartered Operators is to be available for support and mentorship for one another. You agree to participate in this community by asking for support from other Chartered Operators when needed, and providing support to other Chartered Operators, within reason, when requested. This may include mentorship, provision of advice, and overall support and encouragement for the work that we all do in service of Guests.
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Section 2: Business Operating Standards
2.1 Business Operations
To uphold the reputation and maintain the quality of Vanderburgh Sober Living (VSL), Chartered Operators are required to meet several operational standards.
Adherence to Standards in Products and Services: Only utilize products and services that align with VSL standards. Deviating from these standards by offering, selling, or using nonconforming products or services is not permitted.
Audit and Inspection Rights: Operators must grant VSL and its representatives the right to carry out audits and inspections. This might include quality assurance checks, interviews with guests or staff, and other oversight activities. It is expected that Operators will cooperate during these audits, promptly addressing any noted deficiencies. If VSL incurs costs in rectifying these deficiencies or conducting follow-up inspections, Operators may be billed accordingly.
Truth in Marketing: Marketing materials, advertisements, and testimonials should be transparent and truthful. Avoid making claims that could be misleading or don't accurately reflect the experience or opinion of guests. Any promotional materials should provide accurate information without exaggerating or misconstruing the offerings and experiences.
Upholding Standards Among Employees: It is imperative that all individuals associated with an Operator's business, including employees and House Mentors, adhere to VSL's standards. Operators bear the responsibility of ensuring this compliance within their operation. Background checks are mandatory for all staff or others who will have regular and direct interactions with guests. It is not just about adhering to regulations but upholding the trust our guests place in us.
2.2 Charter Principles
Personal Standards: While operating under the VSL Charter, it's imperative to maintain a professional, courteous, and dedicated demeanor. Your appearance, communication style, and overall conduct significantly influence VSL's perception and, by extension, our collective success.
Dress Code: The way Chartered Operators present themselves matters. Dressing appropriately when engaging with community members and stakeholders underscores our commitment to professionalism. The aim is not just to operate sober living homes but to elevate the entire concept of sober living. Thus, attire should reflect respect, professionalism, and awareness of the community's aspirations.
2.3 Vendors
Third-Party Vendors: When engaging third-party vendors, adhere to best hiring practices. This includes:
- Checking references.
- Verifying they have the necessary liability and worker’s compensation insurance.
- Obtaining a completed Form W-9.
- Establishing a clear contract outlining services, payment terms, and completion timelines.
- Logging all vendor details, including contact information and tax ID, in Buildium for year-end 1099 form filing. Should there be any uncertainties about vendor engagement, Vanderburgh House is available for guidance.
2.4 Employment
Employment of Guests: Chartered Operators are strongly discouraged from employing guests for work at the property. This can create legal liabilities and may disrupt the dynamics of the sober living environment. The primary goal is to support guests in their recovery, and mixing roles can complicate this process.
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Section 3: Accounting & Recordkeeping Standards
3.1 Transparency
Financial Transparency with Guests: Before accepting any payment from potential guests,
Chartered Operators should clearly communicate all fees and possible charges. This financial information must be provided in writing and signed by the applicant to ensure transparency and mutual understanding.
Transparency with VSL: Operators are required to provide, in a timely manner, any requested data and information concerning their financial position and the operation of their Chartered Business. All disclosures should be in line with the terms set forth in this Agreement.
A note on Buildium: We strongly recommend the use of Buildium software. It comes included in your Charter Membership, and is a valuable tool that offers a full accounting system, documented file management system, and guest file management system. It means all of the requirements above, plus some.
3.2 Accounting software
You are provided with two options concerning accounting and recordkeeping, either (a) retain a VSL-approved third party to undertake these responsibilities, or (b) complete these tasks yourself. If you opt to manage your own accounting and recordkeeping:
Accounting Software. You must utilize accounting software compliant with the Generally Accepted Accounting Principles (GAAP), and ensure the software is configured correctly. You must consistently use the software for all accounting needs. You must regularly reconcile bank accounts with the software. You must frequently verify the accuracy and integrity of the ledger entries.
Guest Payment Ledgers. You must employ accurate electronic guest payment ledgers. Such ledgers must detail charges, payments, and any other pertinent financial transactions. In alignment with certification requirements and standards, guests should have the right to request and receive copies of their individual ledgers. Optimally, You should provide for electronic guest access to view their ledgers.
3.3 Guest management software
To ensure uniformity, accountability, and efficient tracking of all guest interactions, all Chartered Operators use VSL's designated guest management software system. This platform has been tailored to facilitate comprehensive management of guest details, applications, screenings, and other pertinent information. Any deviations from this software or attempts to use alternative systems, unless explicitly permitted by VSL, are not acceptable. Adherence to this provision ensures seamless data management, reporting accuracy, and efficient communication between all involved parties.
3.4 File storage and retention
File Retention. You must develop and maintain a system for file retention for all critical files, particularly those related to guests, retained electronically. This includes but is not limited to incident reports, documentation of grievances, proof of liability insurance coverage, guest information forms, and additional pertinent records as required by regulatory or certifying bodies or by VSL.
3.5 Tax expectations
Tax Compliance. It is your responsibility to timely file and remit all taxes owed, complying with local, state, and federal tax regulations.
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Section 4: Addressing Grievances
4.1 Grievance policy and procedure
Prompt Attention. You must promptly and diligently address any grievances raised by either VSL or the NARR certifying agency. Upon receipt of a grievance, you are required to conduct a preliminary review within three business days to determine the nature and validity of the grievance. You must comply with all reasonable NARR certifying agency requirements relative to grievances. If applicable, You must inform the aggrieved party of the steps being taken to resolve the grievance and provide an estimated timeline for resolution.
Compliance with Investigations. In the event of a grievance, you must ensure full cooperation and transparency during any investigation process initiated by either VSL or the NARR certifying agency. You are obliged to provide all relevant documentation, records, and evidence to the investigating body. Furthermore, you must ensure that any staff or residents related to the grievance are available for interviews or queries as necessitated by the investigation.
Grievance Processing. VSL maintains a grievance processing mechanism. This mechanism outlines the formal steps for submitting, reviewing, and addressing grievances. You are required to make this mechanism known and available to all relevant parties. It is your responsibility to ensure that Guests are informed of their rights to raise grievances and the procedures to follow, including any requisite forms or documentation. VSL accepts grievances using the Grievance Form.
Record Keeping: You must record all grievances, accompanied by the documentation of the investigation and its resolution. These records shall be maintained for a period of five years to meet compliance and auditing standards.
Policy Review. You are required to review the grievance policy and its implementation annually. This review ensures the policy remains effective, addresses current needs and challenges faced by guests, and incorporates feedback for continuous improvement.
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