R-069 · A 90-day try-out

A club plan for Member Support Phone Tree

Use this as a starting point. Cross out what does not fit, add what is missing and make it your club's own.

Where this idea came from

Playbook entry: R-069 · Member Support Phone Tree
Theme: Theme 3: Retention & Member Support · Subtheme 5: Member Care & Life Transitions
Source material: Current playbook index title and category plus an internally authored detailed-guide draft

Initiative-specific development wave

How this draft was developed

These sources support general principles for member care and life transitions, accessibility, privacy, safety and responsible governance; they are not an endorsement of the named Member Support Phone Tree, a finding that it suits any club or approval of its local design.

Primary references consulted

Enhancing Belonging and Engagement at Rotary (Rotary International)
Used for: Rotary identifies belonging, respect, accessibility and equitable access to opportunities, networks and support as central to participation and thriving.
Club experience - the key to member satisfaction (Rotary International - Rotary 360)
Used for: Rotary's member survey connected satisfaction and retention with service, friendship, meeting enjoyment, confidence in leadership and an inclusive club experience.
How to talk about your mental health concerns (Healthdirect Australia)
Used for: Supportive mental-health conversations should be chosen and paced by the person, and community supporters should connect people with appropriate professional help rather than diagnose or treat.
Chapter 3: APP 3 Collection of solicited personal information (Office of the Australian Information Commissioner)
Used for: Personal-information collection should be lawful, fair, proportionate and minimised, with additional controls for sensitive information; clubs must confirm how privacy law applies to them.
Mental health crisis support - where to get help (Healthdirect Australia)
Used for: Immediate danger requires emergency help through triple zero, while crisis and clinical assessment belong with qualified services rather than club volunteers.

Candidate District material

No candidate local guide was used for this version. The current initiative identity and the attributed primary references remain separate.

Theme 3 source-assurance wave

What has been checked

5 current primary pages used by this guide were reopened on 9 August 2026.
5 attributed source claim(s) were mapped to their bounded use in this initiative.
Candidate District material remains separate and does not establish this result.

See each source's scope and limit

Enhancing Belonging and Engagement at Rotary
Supports: Belonging, accessibility, respectful participation and equitable access principles for retention and member support.
Does not establish: That a particular support pathway, meeting format, relationship or club culture is inclusive without testing with affected people.
Club experience - the key to member satisfaction
Supports: Evidence-informed prompts for discussing member satisfaction, expectations, service, friendship, leadership confidence, conflict and club experience.
Does not establish: Current District 9510 results, a diagnosis of a particular club, causation, an individual member's reasons or that the 2022 survey findings remain unchanged.
How to talk about your mental health concerns
Supports: Person-led conversation, privacy, choice, pacing and professional-referral principles when a member raises a mental-health concern.
Does not establish: That a member should disclose, that a club volunteer can assess or treat mental illness, that confidentiality can be guaranteed or that peer support replaces professional or crisis care.
Chapter 3: APP 3 Collection of solicited personal information
Supports: Data-minimisation, collection-purpose, proportionality and consent safeguards where the Privacy Act and APP 3 apply.
Does not establish: Whether a club is an APP entity or whether a proposed check-in, wellbeing conversation, survey or member record is lawful in its actual circumstances.
Mental health crisis support
Supports: A clear boundary between ordinary peer support and urgent referral to emergency, crisis and professional mental-health services in Australia.
Does not establish: A diagnosis, a club member's risk, a treatment plan, the currency of every contact at the moment of use or that a club volunteer is qualified to provide crisis care.

What still needs a person to confirm

Confirm person-led consent, privacy, scope and referral boundaries before the club collects personal information or offers support.
Confirm which incorporated-association, charity, work health and safety, privacy, safeguarding and other duties apply to the club and this local design.
Test accessibility, belonging and participation with affected members rather than inferring suitability from the guide.
Confirm every local fact, starting point, measure, owner, current service contact and stopping condition before the club decides to proceed.
Resolve any candidate District-source provenance and approval decision without treating the candidate as controlled authority.

The source-verification release gate remains closed.

Checks still on hold

The Theme 3 index establishes this current code and title. The placeholder-heavy Theme 3 candidate files remain quarantined and have not been used as delivery evidence for this draft.
No newly added or publicly writable Drive material has been used in this record. Existing Drive candidates remain attributed, unapproved and held from controlled-source status until integrity, ownership, crosswalk and human approval are resolved.
Before local delivery, the club must approve the decision, participant choices, access arrangements, privacy and records plan, role boundaries, referral or escalation routes, resource limit and the specific control for this boundary: the tree must not spread health details, rumours or emergency responsibility.
Formal human review has not started. Member Support Phone Tree remains an internal initiative-specific draft until the full corpus reaches the Full-Corpus Review Build and every source, editorial, local-suitability, accessibility and governance gate is resolved.

Still an internal draft: source interpretation, local suitability, accessibility, governance and editorial approval remain open checks.

1. Is this worth trying here?

What we hope will change: Use Member Support Phone Tree to notice and respond appropriately when a member faces absence, difficulty or a major life transition.

What is happening in our club or community now?What is the smallest useful version we could try? What will we leave out?

Board contactPerson leading the workPerson checking what happened

2. Our 90-day try-out

What our club will do for Member Support Phone Tree
Step	What we will do	Who could lead it	Our date	How we will know it is done
1	Write a decision brief for Member Support Phone Tree: define who may call whom, with what information and at what frequency, the evidence already held, people affected, local authority, fixed constraints, success signals and stop conditions.	Member-care coordinator and governance sponsor	Week one	An approved decision and boundary brief
2	Agree role boundaries, referral and emergency routes before contact; let the member choose channel, frequency, information and support; and collect only what the club genuinely needs.	Member-care coordinator and governance sponsor with the access and privacy contacts	Weeks one and two	A participant, access and information-handling plan
3	Build and test a permissioned phone tree for practical updates during a defined period; use the Member Support Phone Tree Card, rehearse the boundary wording, check materials and confirm who can decide, refer, pause or close the activity.	Trained contact person or pair	Before the trial	A tested member support phone tree card and delivery pack
4	Use a short permission-led contact, listen without diagnosing, offer only verified practical options, escalate immediate danger to emergency services and transfer professional matters with consent where possible. Capture only the evidence needed to judge whether the trial achieved its stated aim: maintain human connection when digital access or mobility is limited.	Trained contact person or pair	Weeks three to eight	A controlled activity and evidence record
5	Analyse the evidence against the starting point, validate meaning with the people involved, record exceptions and unintended effects, and prepare a controlled call tree and completion log without overstating what the trial proves.	Trained contact person or pair and an independent reviewer	Within seven days of the trial	A controlled call tree and completion log
6	Make and record the authorised continue, adapt, refer, scale or stop decision for Member Support Phone Tree; explain the reasons, complete every action or referral, close unnecessary records and schedule the 90-day follow-up.	Referral and privacy custodian	By day 90	A published response, closed action register and next-step decision

3. Checks before we start

Things our club needs to check
Question	What it means for us	Who will check	Done?
Check the idea with the people affected and confirm its purpose, owner and practical limits before putting it into use.
Use only the personal information needed. Agree who will handle routine care and who should be contacted if a serious concern arises.
The club proceeds with Member Support Phone Tree without respecting this boundary: the tree must not spread health details, rumours or emergency responsibility. — Name the boundary in the brief and participant information, give the delivery lead stop authority and move any excluded matter to its responsible process.
A volunteer moves into counselling, diagnosis, crisis assessment or case management. — Train and script the boundary, use verified referral routes and escalate immediate danger to emergency services.
Concern becomes surveillance, gossip or unwanted repeated contact. — Ask permission, record contact preferences, stop when asked and restrict information to the minimum responsible role.
A single helper becomes overloaded or a member becomes dependent on them. — Use supervision, workload limits, paired roles where appropriate, planned closure and professional referral for ongoing need.
The Theme 3 index establishes this current code and title. The placeholder-heavy Theme 3 candidate files remain quarantined and have not been used as delivery evidence for this draft.
No newly added or publicly writable Drive material has been used in this record. Existing Drive candidates remain attributed, unapproved and held from controlled-source status until integrity, ownership, crosswalk and human approval are resolved.
Before local delivery, the club must approve the decision, participant choices, access arrangements, privacy and records plan, role boundaries, referral or escalation routes, resource limit and the specific control for this boundary: the tree must not spread health details, rumours or emergency responsibility.
Formal human review has not started. Member Support Phone Tree remains an internal initiative-specific draft until the full corpus reaches the Full-Corpus Review Build and every source, editorial, local-suitability, accessibility and governance gate is resolved.

4. What changed?

What we will keep an eye on
What matters	Where we are now	What we hope to see	How we will check	Who
After 90 days, review Member Support Phone Tree. Look for timely contact that the member welcomes, agreed support being delivered and sensitive matters being handled only by the right people.
Member Support Phone Tree produces a controlled call tree and completion log by the promised decision date, with evidence limitations and any participation gaps stated.
The member controls contact, information, practical support and any club adjustment, with refusals and pauses respected.
Every urgent or specialist matter follows the approved emergency or referral route without volunteer diagnosis or treatment.
Contact records are minimal, restricted, reviewed and closed; no sensitive detail appears in ordinary minutes, rosters or social channels.

After 30 days

Is it reaching the right people? Is anything unsafe, unfair or harder than expected?

After 60 days

Make one useful change based on what people have told you.

After 90 days

Compare with where you started. Decide whether to change it, continue it or stop.

Made for this initiative

Tailored supporting documents

These working documents use the decisions, safeguards and evidence needs of this initiative. Complete them with the people affected and keep the agreed version with the club's project record.

Member Support Phone Tree Care Role and Boundary Brief

Define what club volunteers may and may not do.

Open supporting document

Member Support Phone Tree Contact Preference and Consent Card

Let the member control contact and information use.

Open supporting document

Member Support Phone Tree Permission-Led Conversation Script

Support a humane, bounded contact without diagnosis.

Open supporting document

Member Support Phone Tree Emergency and Referral Card

Give volunteers a current route for urgent and specialist needs.

Open supporting document

Member Support Phone Tree Minimal Contact Log

Record only what is needed for safe coordination and closure.

Open supporting document

Member Support Phone Tree Practical Support Plan

Coordinate a member-chosen, time-bounded form of help.

Open supporting document

Member Support Phone Tree Volunteer Debrief and Supervision Note

Protect the member and the volunteer without spreading sensitive detail.

Open supporting document

Member Support Phone Tree Closure and Information Review

End or transfer support respectfully and minimise retained information.

Open supporting document

Member Support Phone Tree Card

Control contacts, messages and escalation

Open supporting document

Before your club says yes

Does the idea fit?

Talk with the people it is meant to serve and check that the need is real.

We have checked this

Who can say yes?

Name the person or group that can approve the work, spending and any safety arrangements.

We have checked this

Are people protected?

Check privacy, consent and safety. Collect only the information you genuinely need.

We have checked this

Can everyone take part?

Check the language, format, place, technology and cost for barriers.

We have checked this

Are the facts and permissions right?

Check names, claims, images, quotations, partner references and Rotary branding.

We have checked this

How will we learn?

Note where things stand now, check in at 30, 60 and 90 days, and decide what to do next.

We have checked this

Worksheets for your club

Open them online, print them or change them to suit the way your club works.

Safety and approval check

Use this worksheet to notice problems early, make the idea safer and know who needs to say yes or help.

Open worksheet

Conversation guide

Use this worksheet to hold a respectful conversation, hear different views and tell people what happens next.

Open worksheet

Contact register

Use this worksheet to map each step and keep only the information the club genuinely needs.

Open worksheet