R-074 · Detailed guide · Theme 3

Member Support Mentors

Use Member Support Mentors to notice and respond appropriately when a member faces absence, difficulty or a major life transition.

Where this idea came from

Playbook entry: R-074 · Member Support Mentors
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 Mentors, 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: support mentors are not counsellors, advocates in disputes or emergency responders.
Formal human review has not started. Member Support Mentors 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.

Why a club might use this

It helps knowledge, confidence and encouragement move between members instead of resting with a few people.

It may suit: Members seeking guidance or a new challenge, and the people offering practical support.

Use it when

Consider Member Support Mentors when the club wants to care well without intruding, gossiping or relying on one person to notice every concern.
A club where members want a consent-based human connection, practical club adjustment or referral during change, distress, illness, caring or reduced capacity.
A club able to resource trained member supporters providing bounded listening and practical connection, name accountable owners and act on a screened mentor pool, agreements and supervision record.
A 90-day trial of Member Support Mentors with a starting point, participant choices, practical controls and a scheduled continue, change or stop decision.

Before the club starts

A board-approved brief naming which mentors are suitable and what support they may provide, what is open or fixed, the local authority, resource ceiling and decision date.
A participant and access plan suited to trained member supporters providing bounded listening and practical connection, with plain-language information, voluntary choices and a non-digital or alternative route where needed.
Named delivery, evidence and governance owners, including a person authorised to pause Member Support Mentors when the boundary or a safety control is not met.
A proportionate privacy, records, conflict, safeguarding, work-health-and-safety and referral check for the actual local design rather than an assumption that the initiative is low risk.

Capacity guide

Likely cost: Low; occasional transport, meals, cards or communication costs may arise only when agreed.
Lead time: Immediate contact, with practical arrangements usually made within one week.
People: One trusted contact, one backup and the minimum number of people needed for an agreed action.

A useful club conversation

Questions worth asking

Whose experience, authority or safety could be missed if Member Support Mentors is designed only by regular attendees or current leaders?
What would make a screened mentor pool, agreements and supervision record credible enough for a club decision, and what would still remain uncertain?
What local adaptation would still respect this boundary: Support mentors are not counsellors, advocates in disputes or emergency responders.

Common traps

Trying Member Support Mentors when A club that has no open decision, no response owner or no capacity to act on a screened mentor pool, agreements and supervision record.
Proceeding with Member Support Mentors when Member Support Mentors must not be used for diagnosis, treatment, counselling, crisis assessment, case management, investigation or any promise that club volunteers can keep information absolutely confidential. Support mentors are not counsellors, advocates in disputes or emergency responders.
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.

A practical 90-day path

Three milestones for Member Support Mentors
When	What the club does	Evidence to keep
Days 1–30: Agree the local design	Write a decision brief for Member Support Mentors: define which mentors are suitable and what support they may provide, the evidence already held, people affected, local authority, fixed constraints, success signals and stop conditions. 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.	An approved decision and boundary brief A participant, access and information-handling plan
Days 31–60: Run and adjust the first version	Build and test trained member supporters providing bounded listening and practical connection; use the Member Support Mentor Agreement, rehearse the boundary wording, check materials and confirm who can decide, refer, pause or close the activity. 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: offer a known human contact while directing specialist needs appropriately.	A tested member support mentor agreement and delivery pack A controlled activity and evidence record
Days 61–90: Review the evidence and decide	Analyse the evidence against the starting point, validate meaning with the people involved, record exceptions and unintended effects, and prepare a screened mentor pool, agreements and supervision record without overstating what the trial proves. Make and record the authorised continue, adapt, refer, scale or stop decision for Member Support Mentors; explain the reasons, complete every action or referral, close unnecessary records and schedule the 90-day follow-up.	A screened mentor pool, agreements and supervision record A published response, closed action register and next-step decision

Fit it to the club you have

Small club

Use an external district or community referral contact when privacy cannot be protected locally, and never assume a family or friendship connection authorises sharing. Apply this specifically to Member Support Mentors and trained member supporters providing bounded listening and practical connection.

Larger club

Use one coordinator, trained contacts, minimal role-based records and regular supervision so no informal parallel care system develops. Apply this specifically to Member Support Mentors and trained member supporters providing bounded listening and practical connection.

Regional or rural club

Verify local and telehealth referral options, plan safe travel and protect information that could identify a person in a close community. Apply this specifically to Member Support Mentors and trained member supporters providing bounded listening and practical connection.

Metropolitan, hybrid or online club

Offer phone, text, online and in-person contact by member choice, verify digital privacy and never record a conversation without specific permission. Apply this specifically to Member Support Mentors and trained member supporters providing bounded listening and practical connection.

Learn, adapt and know when to stop

Evidence worth keeping

Member Support Mentors produces a screened mentor pool, agreements and supervision record 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.

Change course when

The club proceeds with Member Support Mentors without respecting this boundary: support mentors are not counsellors, advocates in disputes or emergency responders. — 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.

How to put it into practice

Detailed implementation steps for Member Support Mentors
Step	Action	Suggested owner	Timing	Evidence or output
1	Write a decision brief for Member Support Mentors: define which mentors are suitable and what support they may provide, 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 trained member supporters providing bounded listening and practical connection; use the Member Support Mentor Agreement, 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 mentor agreement 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: offer a known human contact while directing specialist needs appropriately.	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 screened mentor pool, agreements and supervision record without overstating what the trial proves.	Trained contact person or pair and an independent reviewer	Within seven days of the trial	A screened mentor pool, agreements and supervision record
6	Make and record the authorised continue, adapt, refer, scale or stop decision for Member Support Mentors; 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

Controls and safeguards

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 Mentors without respecting this boundary: support mentors are not counsellors, advocates in disputes or emergency responders. — 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: support mentors are not counsellors, advocates in disputes or emergency responders.
Formal human review has not started. Member Support Mentors 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.

What to measure

After 90 days, review Member Support Mentors. Look for timely contact that the member welcomes, agreed support being delivered and sensitive matters being handled only by the right people.
Member Support Mentors produces a screened mentor pool, agreements and supervision record 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.

Follow-up: At the 90-day review, compare the recorded measures with the starting point, resolve the listed governance holds and tell participants whether Member Support Mentors will change, continue 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 Mentors Care Role and Boundary Brief

Define what club volunteers may and may not do.

Open supporting document

Member Support Mentors Contact Preference and Consent Card

Let the member control contact and information use.

Open supporting document

Member Support Mentors Permission-Led Conversation Script

Support a humane, bounded contact without diagnosis.

Open supporting document

Member Support Mentors Emergency and Referral Card

Give volunteers a current route for urgent and specialist needs.

Open supporting document

Member Support Mentors Minimal Contact Log

Record only what is needed for safe coordination and closure.

Open supporting document

Member Support Mentors Practical Support Plan

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

Open supporting document

Member Support Mentors Volunteer Debrief and Supervision Note

Protect the member and the volunteer without spreading sensitive detail.

Open supporting document

Member Support Mentors Closure and Information Review

End or transfer support respectfully and minimise retained information.

Open supporting document

Member Support Mentor Agreement

Define suitability, boundaries, supervision and closure

Open supporting document

Related playbook entries

R-073
R-075

Supporting worksheets

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