The role of the Member Protection Information Officer (MPIO) is different to the complaint handler, however, there are some common skills shared between the roles. These skills relate to the ability of volunteers – no matter their role – to help people feel heard and always communicate calmly and respectfully when listening to a complaint.
An MPIO, put simply, is an independent, non-biased person who can assist all parties understand the complaints process. It is NOT an MPIO’s role to run or influence any kind of complaint process.
The table below details the differences between the roles of MPIOs and complaint handlers.
|
Complaint handler Any person in authority in the club or association who may be required to deal with complaints or concerns in the normal course of their duties. This could be a dedicate Complaints Officer, committee members (president, vice president, secretary, operations manager or ordinary members etc), coaches, and officials (referees and umpires). |
Member Protection Information Officers (MPIO) A person trained to listen to issues raised by members of any sport before triaging and referring them to the right place to find a resolution. MPIOs don’t handle complaints or investigate grievances, and they don’t mediate between members or stakeholders. |
| When the club or association complaint handler gets involved: | When the MPIO gets involved: |
|
|
The training programs provided by Play by the Rules support both Complaints Officers and MPIOs to:
- Validate people’s feelings, experiences and points of view.
- Apply ‘trauma-informed practice’ which means being empathetic and not challenging people’s views or experiences.
- Avoid handling complaints or providing advice if you have a real or perceived conflict of interest with one or more parties.
- Find and understand the relevant safeguarding children & young people, member protection policy and codes of behaviour that apply at your club or association.
- Maintain confidentiality and take notes regarding issues you have engaged with.