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:
Introduction
Chartered Operator Standards detail the expectations for all VSL Chartered Operators
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.
Article Table of Contents
Section 1: Conduct and Integrity
1.1 Ethics and Integrity
Upholding Ethical Standards: Chartered Operators represent our network and must operate with transparency, fairness, and integrity. Every transaction, interaction, and business decision should be ethical and free from bias, prejudice, or unfair advantage.
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 written 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 must read and sign the Chartered Operator's Code of Ethics and affirm their commitment to uphold these principles.
Financial Obligations: Chartered Operators must consistently meet all financial obligations, including lease payments, utility bills, vendor payments, and any other financial commitments related to their operations. A strong history of financial responsibility is essential to maintaining good standing within the network. As part of our due diligence:
- We may obtain a consumer credit report to assess financial standing and reliability.
- Background checks may be conducted initially or periodically to ensure compliance with ethical and legal standards.
- If concerns arise, Operators must provide satisfactory explanations to resolve them.
Criminal Offenses: Chartered Operators must maintain a record free of serious criminal convictions to uphold the safety and reputation of our network. As part of our commitment to a secure and ethical environment:
- Individuals with convictions for serious offenses—including but not limited to sex offenses, arson, violent crimes, or similar serious charges—are not eligible to become or remain a Chartered Operator.
- All criminal history must be fully disclosed during the application process. Failure to do so may result in removal from the network.
- Background checks may be conducted initially or periodically to ensure transparency and compliance.
- If concerns arise regarding an Operator’s criminal record, they must provide satisfactory explanations to address them.
Reporting Ethical Violations: Chartered Operators are responsible for maintaining the integrity of our network by addressing ethical violations, whether their own or those of others.
- Self-Reporting: If an Operator commits an ethical violation, they must report it to VSL immediately. Transparency and accountability are essential to maintaining trust within the network.
- Reporting Others: If an Operator becomes aware of another Operator violating ethical standards, they must report the issue to VSL. Failing to report known violations may be considered a violation itself.
- How to Report: Ethical violations can be reported using the grievance form available on the VSL website. Reports should include as much detail as possible to allow for proper review and resolution.
1.2 Expectations for Operators in Recovery and General Conduct
Many of our Chartered Operators are personally in recovery, and we have policies in place to support accountability for both those in recovery and those who are not.
Defining and Maintaining Recovery: Operators who are in recovery must define what their personal recovery looks like and commit to upholding that standard. Maintaining personal accountability is essential to their role and the integrity of the recovery community.
Presenting as Sober: All Operators, whether in recovery or not, must always present as sober, especially in environments where guests might be present or where field professionals are in attendance, such as at networking meetings. Being under the influence in these settings is strictly prohibited, including for individuals that do not identify as being in recovery.
Avoidance of Substance Discussions: Operators are advised against engaging in public 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, ins come on man let's sit therepire, 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 Staff: It's essential for Charter Operators to maintain an open line of communication with VSL staff. Regular updates, prompt responses, and proactive sharing of relevant information helps 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: All Chartered Operators must 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
Adherence to Standards Services: Operators may not offer any services directly to guests in their sober home, including addiction treatment, counseling, case management, or any recovery support services that require licensure unless they are properly licensed to do so. Additionally, all products and services used within the home must meet VSL standards. Offering, selling, or using nonconforming products or services is not allowed.
Audit and Inspection Rights: VSL and its representatives have the right to conduct audits and inspections, including quality assurance checks and interviews with guests or staff. Operators must fully cooperate and promptly address any deficiencies. If VSL incurs costs for corrections or follow-up inspections, Operators may be billed accordingly.
Truth in Marketing: All marketing materials, advertisements, and testimonials must be honest and accurate. Avoid misleading claims or exaggerations—any promotional content should reflect real experiences and offerings.
Upholding Standards Among Employees: Operators are responsible for ensuring that all employees and House Mentors follow VSL standards. Background checks are required for anyone who will have regular, direct interactions with guests. This is essential not only for regulatory compliance but also for maintaining trust and integrity within the community.
2.2 Charter Principles
All Homes Must Be Chartered: If an Operator chooses to charter with VSL, all of their sober homes must be chartered. Mixing chartered and non-chartered homes under the same ownership is not permitted, as it creates inconsistencies in quality, oversight, and compliance with VSL standards.
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
Responsible Vendor Engagement: Operators must hire vendors properly, ensuring all payments and agreements comply with legal and ethical standards. Vendors must be classified as either contractors or employees, as applicable—hiring for services “under the table” is strictly prohibited.
Vendor Documentation and Compliance: Operators must:
- Obtain a completed W-9 form from all applicable vendors.
- Collect proof of insurance from vendors when required.
- Establish written contracts outlining services, payment terms, and timelines.
- Maintain detailed records of all vendor agreements, documentation, and payments.
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 & functions
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.
You are provided with two options concerning the performance of accounting and recordkeeping duties, 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, If you opt to manage your own accounting and recordkeeping, you are fully responsible for ensuring accuracy, compliance, and proper documentation. This includes maintaining organized financial records, adhering to all reporting requirements, and promptly addressing any discrepancies.
3.3 Guest management software
A reliable guest management system is essential for maintaining accurate records, streamlining operations, and ensuring accountability. Proper software helps Operators track guest details, applications, payments, incident reports, and other key information in an organized and secure manner.
Using Recommended Software: We strongly encourage the use of Buildium, which is included in your Charter Membership at no additional cost. Buildium offers a full suite of tools for guest management, accounting, and file storage, ensuring compliance with VSL standards.
Using Alternative Software: Operators who wish to use an alternative guest management system must ensure it meets the following criteria and is pre-approved by VSL:
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Application Processing Through VSL: Operators must use the standard VSL application process (read more in 📋 Chartered Home Standards), and applications may only be accepted through the VSL website or designated telephone line. Operators are not permitted to have their own websites or accept applications outside of this system.
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Full Occupancy Tracking & VSL Access:
- The software must provide a lifetime view of occupancy, accessible by VSL.
- It must track move-ins, move-outs, and status changes in real time.
- VSL must be able to view current and historical occupancy records at any time.
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Guest Charges & Payment Records:
- The system must accurately track all guest charges and payments.
- All financial transactions must be securely stored and accessible by VSL.
- Guests must have the ability to request and receive copies of their individual ledgers.
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Incident Reporting & Documentation: The system must allow Operators to log and securely store incident reports, grievances, and guest-related documentation. These records must be easily retrievable for compliance and auditing purposes.
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Data Security & Compliance: The software must provide secure storage and access controls to protect sensitive information. Records must be organized, backed up, and maintained in compliance with VSL standards and any applicable regulations.
Any software that does not meet these requirements cannot be used as a substitute for Buildium without prior written approval from VSL.
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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