Chartered Operator Standards guide the Outreach Domain to guide effective community engagement and relationship-building to promote VSL’s mission.
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
Section 1: General Communication Standards
1.1 Internal Communication
Operators and House Mentors are encouraged to communicate how they see fit by calling, text messaging, or e-mailing as they are comfortable doing so. However, we encourage the use of company e-mail as our primary form of communication. See more information on the use of our communication software below in the Technologies section.
All staff contact information is available to all Operators on Teams. Your House Mentor(s) and all guests in your home(s) are available to only you and Vanderburgh Sober Living staff. Search for the name of the person in the search bar.
1.2 Chain of Command
If a guest has a concern, we ask them to work it out on their own before coming to their House Mentor or Operator for a solution. If they have concerns with another guest, they must first try to work the concern out with that guest directly. Only after that are they encouraged to speak with someone else. Concerns must first be brought up with the House Mentor before bringing them to the Operator. When guests go directly to staff with concerns, it undermines the authority of the House Mentor and is not acceptable. Formal grievances are always accepted by staff.
If you have a live-in on-site House Mentor, they are in the best position to handle situations and resolve conflicts. They should work directly with guests. It may be uncomfortable, at times, to make a tough decision, but that is what being a House Mentor requires. Guests must understand that House Mentors have the authority to make decisions and run the house the way the House Mentor sees fit.
Communications with residents should go through the House Mentor. If you need to contact a guest directly, you may do so. Guest contact information can be found in Buildium. Coaching is a powerful tool that can be used by both staff as well as the House Mentors to encourage guests to pursue their recovery with 100% of their minds and body. Leading your House Mentor is a core function of Community Management.
1.3 Confidentiality
The right to the confidentiality of all guests regarding verbal and written information will be protected and compliant with federal and state laws. All House Mentors, staff, and volunteers of Vanderburgh Sober Living will adhere to the confidentiality laws and procedures as set forth in Federal Law, 42 CFR, Part 2 Confidentiality of Alcohol and Drug Abuse Patient Records. Operators are likewise expected to comply with federal law. Guests will be informed upon acceptance of their rights to confidentiality and be given the opportunity to sign consent forms for the release of information. Guests may choose to sign and may revoke a release at any time. Current and past guest files will be kept in a locked filing cabinet(s) in the office.
The contents of the Guest’s file can only be released in the below circumstances:
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The guest whose name appears on the file requests to view their file.
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The guest has signed a release form for the specific person who has requested to view the file.
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A court order is furnished requesting the file, or any part thereof.
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A situation in which the guest’s life is in danger and the file would aid in the treatment of the guest.
1.4 Background and Importance
Below is a partial list of some specific words we use regularly and some which may have a special definition that is important for each of us to understand completely.
1.5 Recovery Terminology
Sobriety: Abstinence from drugs and alcohol. A lifestyle or state of being where someone does not use substances.
Recovery: The state of being actively engaged in a lifestyle centered in the community of recovery. Distinctly different from sobriety and focuses on active engagement in one’s personal development. Sobriety is the absence of substances; recovery is a state of being where a diligent and courageous process takes place to repair and rebuild the body, mind, and soul.
Sober House, Sober Living Home, Recovery Home, or Recovery Residence: Words for the same or similar homes serving those in recovery. These terms (and other similar terms) often refer to the same type of home. Vanderburgh Sober Living homes are sober houses. Some sober homes are more structured than others, but all have some level of structure beyond independent living. Nearly all sober houses are private pay and are not licensed by any state agency. Sober houses are distinctly different from halfway houses, programs, facilities, or other similar organizations.
Certified: Sober houses may be certified by state agencies as applicable. State certification agencies are affiliated with the National Alliance for Recovery Residences or NARR. For example, the Massachusetts Alliance for Sober Housing is the Massachusetts state-level organization that certifies sober houses in Massachusetts. Some states do not have certifying organizations. Certification is optional in nearly every state.
Program: Programs are most often licensed and third-party-funded organizations that offer treatment and/or housing to those in recovery. As a sober house, we are not a program and should typically not call our homes “programs” except to help a third party understand that we have elements of structure beyond independent living (as one may find in a rooming house or dormitory setting).
Drug Screen: Urine drug screen or other types of screening for use of drugs or alcohol conducted in most sober houses. Drug tests are distinctly different, requiring medical personnel and a laboratory setting. If a drug screen of a sober house guest indicates the use of drugs, they would have had a positive indication on a drug screen. This is not failing a drug test.
1.6 Other
General advice: Try to answer all incoming phone calls as able. When driving conditions are unsafe, let it go to voicemail & call back once parked. When driving conditions are safe and you are able to abide by local hands-free laws, answer and schedule time available for a return call. When dealing with an issue, use auto text messages to say you are busy.
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Section 2: Positive Recovery Language
|
Try to say |
Instead of saying |
|
Positive urine screen |
Dirty urine screen; pissed dirty; failed a screen; |
|
A person may be under the influence |
They are high; they are nodding out; they are using; they are drunk |
|
A person with a substance use disorder |
Addict; alcoholic; junkie; drug addict; dope fiend; crackhead; boozebag; etc. |
|
Discharged; Asked to Leave (i.e. a guest has been discharged) |
Kicked Out; Thrown Out; Tossed Out |
| House Mentor |
House Manager |
| Operator |
Owner, House Manager |
| Guest (someone who lives in a sober house) | Tenant; Occupant; Resident; Client; Patient |
|
Person in recovery; person in long-term recovery Terms like "addict" may be frequently used, but tend to be informal and may not be appropriate in our setting, even if they are appropriate in fellowship groups (AA or NA) |
Clean; Recovered; Sober The term "Recovered" may cause confusion; AA tradition will use this term to mean recovered from the obsession to drink, some may interpret this to mean that addiction has been cured in the individual, which is not an accurate statement. |
|
Medication Assisted Recovery; Medically Assisted Treatment (MAT) |
The Clinic; Methadone Clinic; etc. |
|
Disease; Disease of Addiction |
Moral Weakness; Personal Choice; Life Choice; Bad Decisions |
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Section 3: Identity, Brand Standards & Logo Policy
Please find our Brand Standards by clicking here.
3.1 Logo Policy
This policy outlines the guidelines and procedures for creating logos for chartered Operators of Vanderburgh House. It provides information on eligibility, the logo creation process, time budget, brand standards, ownership, and usage rights.
Eligibility:
Only Chartered Operators of Vanderburgh House are eligible to request logos.
There is no waiting period for logo creation. Eligibility is dependent on the Chartered Operator reaching out to Vanderburgh House and requesting a logo.
Logo Creation Process:
The logo creation process will primarily involve using Canva and Adobe Illustrator.
The process begins with the logo designer creating initial concepts on Canva.
The designer will collaborate with the Operator to brainstorm ideas and concepts.
Once the Operator selects a concept or has a clearer vision, the designer will move to Adobe Illustrator to create the final design from scratch.
The designer may incorporate requested changes into the design.
The use of Canva designs for logos is limited to fonts only to avoid copyright infringement concerns.
Time Budget:
The time budget allocated for logo creation is approximately 5 hours per logo.
The actual time spent may vary depending on factors such as the Operator's response rate, specific requirements, the number of requested changes, and their level of detail.
Brand Standards:
Chartered Operators have the option to use Vanderburgh House (VH) colors and standards in their logos, but it is not mandatory.
The logo will be exported as two separate output files for the Operator to use: "PDF" and "PNG". The "PDF" file will be best for print merchandise and the "PNG" will be best for online use.
The designer will provide a choice of eligible Fonts as well as examples of previous logos that we made from Operators via a PDF file designed by the Communications Team.
Color Standards:
Operators are recommended to use one or two colors in their logos, with a maximum of three colors allowed.
Format Sizing:
Logo sizing may vary based on the intended use (e.g., merchandise, letterhead, tablecloth). The designer will adjust the logo size according to the Operator's requirements and intended application.
Ownership:
The chartered Operator owns the logo and has full ownership rights. Vanderburgh House Sober Living does not retain any ownership rights over the logo.
Cost:
The logo creation service is provided at no additional cost to the Operator as part of the Vanderburgh House package.
Logo Usage on Social Media:
Chartered Operators are permitted to use their logo on social media platforms, such as Facebook, for promotional purposes.
Storage and Accessibility:
The logo project files will be exported to OneDrive for easy access by the Communications Team. The files can also be found in the designated Operator Folder. This ensures that the logo files can be edited or shared by team members when necessary.
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Section 4: Referral Sources
4.1 Engagement of referral sources
Chartered Operators are part of a referral database aimed at keeping up-to-date and accurate records of individuals and organizations who might refer, or are referring, guest applicants to homes. Chartered Operators are strongly encouraged to actively engage in the ongoing enhancement of this referral database. This involves routinely verifying and updating referral source records in VSL’s database. Specifically, we ask that you log each phone call, email, meeting, and other engagements with potential and existing referral sources. This also encompasses adding new referral source records when relevant, refreshing existing record details, and performing other database upkeep tasks.
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