The Membership Committee Member Relations Specialist handles any constructive facilitation between Members, as needed, and identifies any leading indicators that might cause concern. Characteristics: Calm, level-headed, impartial, and willing to follow the process outlined by the BNI® Region Office; not highly emotional; not the one who facilitates drama.
Checklist of Responsibilities
▢ Sign the BNI® Leadership Team Agreement
▢ Complete Leadership Team Training (online and Instructor Led Training)
▢ Attend Leadership Conference and March Best Ideas Conference
As Needed
▢ Receives incoming concerns and complaints, verbal and written
▢ Contacts Vice President as soon as a written complaint is received
▢ Vice President will contact Marleta Black with Member Services at (765) 621-2032 for guidance with the processing of the complaint
▢ Helps make arrangements to follow the process when a Member complaint is received, use the Member Complaint Processing Checklist below.
▢ Helps coach or arrange for a mentor or other Membership Committee Member to coach Members as needed throughout the year using the GROW Coaching Model
▢ Brings Member Complaint Processing Checklist to Monthly Chapter Success Meetings when a complaint is in process
▢ Uploads the completed Complaint Processing Checklist at https://portal.bnitampa.com/ltforms as the complaint is finalized
▢ For Leadership Team support please attend our weekly Leadership Team Support zoom meetings each Monday from 12:00-1:00PM. Leaders can receive additional training to perform their roles with EXCELLENCE!
▢ For Leadership Team support throughout the week please submit a support request by simply sending an email to Support@BNITampa.com and we will have the right Team Member get in touch to solve the need.
BNI Classification Concerns
Members agree to only represent the one BNI classification approved by the Membership Committee. BNI Policy #1 states, “Only one person from each BNI classification can join a chapter of BNI®. Each Member can only hold one classification in a BNI Chapter.” One of the most common concerns that can often lead to a complaint is BNI classification creep. BNI Classification creep usually starts with a simple mention of another classification in the Weekly Presentation and can lead to a Member being resented by other Members or trying to block a Visitor from joining because they claim ownership of multiple classifications.
Members of BNI® who represent multi-level marketing organizations should represent their products and services in BNI® and not the business opportunity element of their business. This keeps them from overlapping with people in the employment BNI® classifications.
Member Complaint Processing Checklist
Use this Member Complaint Processing Checklist. Once complete, submit a copy to the BNI® Region Office via the Complaint Upload Form on https://portal.bnitampa.com.
Evaluating Member Complaints
When the Membership Committee observes conflicts, or inappropriate behavior or receives a written complaint about a Member, the Membership Committee should take action. (Please have the Vice President contact Marleta Black with Member Services at (765) 621-2032 for guidance with the processing of the complaint) In most cases, the following steps should be followed when evaluating a Member complaint whether submitted by a Member in writing or as a result of Membership Committee first-hand experience.
Please keep in mind that a complaint doesn’t exist until the Membership Committee has received the knowledge of the problem through either first-hand experience or WRITTEN documentation from other Chapter Members.
Most complaints are the result of miscommunication or misunderstanding. First, encourage the Member with the complaint to try to work it out with the other Member. Encourage a One-to-One to open the lines of communication, share their concerns, and clear up the misunderstanding. If this does not clear up the misunderstanding, or the Member is unable or unwilling to work it out, the Membership Committee must follow the complaint process:
Step 1
One or more Members submit complaints in writing to the Membership Committee or Membership Committee acts on first-hand experience.
This must happen before the Membership Committee proceeds to the next step.
Step 2
Vice President contacts Marleta Black with Member Services at (765) 621-2032 for support PRIOR to proceeding.
Step 3
Membership Committee interviews both parties involved
Each party is interviewed individually
Interview the person filing the complaint to find out missing information
Interview the Member at issue to allow them to give their version of the story
One or Two Membership Committee Members interview each party
Using the Member Complaint Processing Checklist document the conversations and steps in the process (date, key points, Member’s reactions)
Complaint letters are not shown to parties at issue; however key points may be shared
Step 4
When possible full Membership Committee, including the Vice President, meets to discuss the interviews and complete the Member Complaint Processing Checklist.
Determine if there is a violation in a BNI® Policy or Code of Ethics
Determine severity of the violation
Step 5 Determine a Resolution
Decision is made by majority vote of a complete and fully trained Membership Committee, but seek consensus of a resolution that is in the best interest of the Chapter.
Contact involved Members to notify them of the outcome/resolution.
If the Membership Committee is seeking Probation, the Membership Committee should have approval from Marleta Black that the process has been followed.
If seeking to open a Member’s classification, the Membership Committee must have approval from the Executive Directors. This comes from following the process laid out by Marleta.
After the appropriate approvals are received, contact the Member who filed the Complaint to advise that the review is complete.
After the appropriate approvals are received, contact the Member for whom the Complaint was filed against to advise of the decision/outcome.
The Membership Committee has the discretion to conclude that a variety of dispute resolution options are available, ranging from nothing to opening the Member's classification.
Coaching
Ask, "How can we help you resolve this issue?" Get the parties involved in talking to one another and come to a resolution.
Encourage the Education Coordinator to address an issue through a Networking Education Moment.
Encourage a Membership Committee Member to have a One-to-One and work with them on a specific area.
Encourage the Member to attend the next Member Success Program or Advanced Training session appropriate to the issue.
Assign appropriate BNI Business Builder coursework for completion by Member.
To close out the written issue, the Membership Committee advises both Members involved that “The complaint process has been followed, the Membership Committee has interviewed both parties, discussed, and decided the appropriate action to be taken. We appreciate you bringing this to our attention. ACCOUNTABILITY is one of our Core Values!”
Probation
A majority vote is needed from the Membership Committee (including the Vice President) to pursue probation; however, an attempt to seek consensus.
Confirmation from Marleta Black that the process was followed is required.
The length of probation time is determined by the Membership Committee.
Use the appropriate BNI® Accountability Letter using the BNI® Tampa Portal to send the letters. https://portal.bnitampa.com
Two Membership Committee Members meet with the challenged Member following their receipt of the Accountability letter to:
a. Provide an example of the types of behaviors that could be considered a violation of probation and result in opening the classification to another qualified professional
b. Measurable courses of action that allow for accountability, such as attending the Member Success Program or bringing a certain number of qualified referrals or visitors, are to be addressed in this conversation.
c. Vice President documents this conversation for Chapter records
d. Inform the Member who submitted the written complaint, the Membership Committee advises that “The complaint process has been followed, and the Membership Committee has discussed and decided the appropriate action to be taken. We appreciate you bringing this to our attention; ACCOUNTABILITY is one of our Core Values!”
e. To close the issue the Vice President submits the Complaint Resolution form
If, at the end of the probation, the problem has not been rectified, the Membership Committee must meet to consider opening the classification. Always involve and get approval from Marleta Black before opening a Member’s classification, as this must involve the Executive Directors.
Open Classification
The Membership Committee may open the Member’s classification without probation if warranted. Always involve and get approval from Marleta Black before opening a Member’s classification, as this must involve the Executive Directors.
If the Membership Committee determines that the challenged Member is too toxic for the Chapter or the challenged Member has lost credibility and referability to have further success in the Chapter, they may open the Member’s classification to a more qualified, reliable professional, with Marleta and Executive Director approval.
Use the appropriate BNI® Accountability Letter using the BNI® Tampa Portal to send the letters. https://portal.bnitampa.com
One Membership Committee Member calls the challenged Member to notify them and briefly explain the decision. Typically this is the Vice President but is not required.
In the event a dispute arises involving a Membership Committee Member, the Member will be removed from any discussion or voting duties during the dispute processing, and the vacancy will be filled with Membership Committee Reserve Members. The Vice President may call on other Members as deemed necessary.